Forum Discussion

DifferentLogin's avatar
DifferentLogin
Dialled in
1 month ago

Locked Out Of Blueyonder.co.uk Email Account

I have been unable to get into my VM email account for 5 days. I just keep getting the 'Forbidden' page. On day #2 I had a callback lasting about 40 minutes where I was repeatedly taken through the Account Settings/Identity & Security Settings/ Manage Your Products route to verify my GMail address but this accomplished nothing - kept going round in circles with the 'Try Again' message. On Day #3, I had a callback lasting about 20 minutes where I was taken through the Account Settings/Identity & Security Settings/ Virgin Media O2 ID route to verify my GMail address and change my account password but this accomplished nothing either - just get the 'Forbidden' message, as before.  The new password lets me get into my account to view bills but I still can't access my e-mail, so no progress.  Day #4 – no further callback from VM.  What will Day #5 bring? 

Is there anyone out there who can educate the VM call centre guys and provide a solution, please?

Blueyonder
email

6 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    1 month ago

    DifferentLogin​  The usual resolution to this error is to change the email app password which should then unlock the email account.

    To create an email app password or update an existing one you need to follow these steps:

    Sign into the My Virgin media account for the email concerned with your VMO2ID
    Select Account Settings
    Select Identity & Security Settings
    Select Manage your products
    Select Manage email app password
    Click on the blue button 'Get New Password'

    Make a note of the generated password.  This is what you use in the mail apps along with the vm email address as the username.

    • DifferentLogin's avatar
      DifferentLogin
      Dialled in
      1 month ago

      Hi Graham_A. Sadly, this does not work. 

      Sign into the My Virgin media account for the email concerned with your VMO2ID OK
      Select Account Settings  OK
      Select Identity & Security Settings OK
      Select Manage your products OK

      This leads to the following screen:

      which sends a link to my VMO2ID (GMail) account:

      Clicking the Blue 'Verify It's Me' button leads to:

      Returning to my VM account, this page shows:

      Sadly, clicking on 'Try again', just goes through the same cycle  

    • DifferentLogin's avatar
      DifferentLogin
      Dialled in
      1 month ago

      Hi Graham_A, sadly this does not work.

      Sign into the My Virgin media account for the email concerned with your VMO2ID ✔OK
      Select Account Settings ✔OK
      Select Identity & Security Settings ✔OK
      Select Manage your products ✔OK

      This leads to the following screen:

      In GMail, I receive this from VM:

      Clicking on 'Verify it's me' leads to:

      Returning to VM, this shows:

      Clicking on 'Try again' just goes through the whole cycle again and gets nowhere.  It's the same result whether I use Firefox, Edge or Opera. I've had two 40 minute call backs and one 20 minute call back from the VM Indian call centre and have got absolutely nowhere.

    • DifferentLogin's avatar
      DifferentLogin
      Dialled in
      1 month ago

      Hi Graham_A, sadly this does not work.

      I have posted a reply several times showing the screenshots of what happens BUT the ignorant VM overseers keep taking my replies down even though I have redacted all the sensitive information from the screenshots. VM are just hopeless! In place of the screenshots, I have therefore given the gist of the text they contain. Hopefully, VM won’t delete my response this time.

      Sign into the My Virgin media account for the email concerned with your VMO2ID ✔OK
      Select Account Settings ✔OK
      Select Identity & Security Settings ✔OK
      Select Manage your products ✔OK

      This leads to the following screen:

      (‘We’ve sent you an email with a link *******@gmail.com Tap and follow the link to verify it’s you. The link will expire in 10 minutes. You can access your inbox from any device. Once you tap the link your journey will continue on this screen’).

      In my Gmail account, I receive this from VM:

      (‘Hello. Verify it’s you by tapping the button below. Verify it’s me. Remember this link will only be valid for the next 10 minutes’)

      Clicking on 'Verify it's me' leads to:

      (‘Your email address has been verified. Please return to the screen you started your journey in’)

      Returning to VM, this shows:

      (‘Sorry something went wrong. Please go back and try again. Try again’)

      Clicking on the 'Try again' button just goes through the whole cycle again and gets nowhere.  It's the same result whether I use Firefox, Edge or Opera. I've had two 40 minute call backs and one 20 minute call back from the VM Indian call centre and have got absolutely nowhere.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        1 month ago

        Hello DifferentLogin,

        Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your email account at the moment. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
        Kind Regards,
        Steven_L