emails are deleted as soon as they arrive

amsquared wrote:

Perhaps its time to wean her off the blueyonder email to a different provider.

You have given the correct answer.  I would suggest this is the best plan of action.  It will be a pain, having already done this, but well worth it.  IMHO the VM mail service is only going one way. 

Something like Mailstore Home can archive the mailbox off to local storage, and then setup a forwarder to another mail provider service that's not linked to an ISP.  After a period, you can get the BY mailbox deleted entirely to avoid any potential spam hijacking.

amsquared​ " Very strange that emails just vanish from account. "

I did reply to you yesterday but my post seems to have vanished. Here's my post updated based on the recent replies.

In cases like this it's usually caused by a filter / rule in the mail app either deleting the emails, filing them in the spam folder or often just simply re-filing or re-sorting the emails so they are no longer visible at the top of the inbox. (For example, so that Inbox only shows "read" messages or sorting "unread" messages to the bottom of the inbox rather than the top.)  

"The email account was an alias account."

You originally said that the account was a secondary email account but if it's an alias "account" then emails that arrive in that "alias account" will also appear in the main (parent) Blueyonder account.  Blueyonder alias "accounts" were not stand alone email accounts, the alias email address was simply an alternative way to send emails to the main address. 

" I can sign in on the Virgin Media site with the main account but not the alias email. "

It's a pity you cannot access the problem BY alias account but, sorry, I cannot get my mind around how they fit into the new VM02ID structure. Other VIP posters on here do have BY accounts and may be able to help based on their experience with their alias accounts. I'm sure it's all straight forward 😉 

I don't have any BY accounts, alias or otherwise but what I can say is that  BY  alias email "accounts" always had the same password as their parent BY account. (Just to reiterate, that's because they are really just the same email account as the parent email account.)

" I have emailed Virgin CEO"

Sorry to say that VM cannot help you if the problem is happening in the mail app.  All the VM system does is to check that the email app has the correct credentials to download emails using the SMTP/IMAP protocol. If the credentials are correct it allows the app to access your emails. If they disappear once they are in the app it's nothing to do with VM.  If the app deletes emails then the SMTP/IMAP protocol means that the changes made by the app are replicated  on the VM server.  

Moving to another email provider would be sensible for many reasons but try doing an online search for  "vanishing gmail emails" and see how many hits you get.  Then try "outlook emails disappear".   

What you and you wife are seeing can happen with any email provider......... just saying.

Coenoby