Forum Discussion

SueB63's avatar
SueB63
Tuning in
2 months ago

Locked out of Email

Hi

I have two email addresses that are "blueyonder.co.uk"

When I access my emails on a browser, one is available and the other says "Your Virgin Media Mail account is currently unavailable" or has been locked out.

I have logged into my Virgin Media and both email address is linked to my account and I'm a virgin customer.

I've tried to follow the instructions of setting up a new password, but am still not able to access this particular account.

I seem to be going round in circles trying to resolve the issue.

Any suggestions?  

Many thanks

Sue

  • Hi SueB63, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ 

    We're sorry to hear your email account has been locked. There are some steps you'll need to follow in order to resolve this. 

    Please log in to My Virgin Media here using the email address that you're having issues with. If you've forgotten the log in password, please follow the forgotten password link. Once logged in > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

    You should get a pop up message asking you to verify your email address and you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

    These steps will automatically unlock the email address for you. 

    If you have the email on an email client or 3rd party app, to get things working again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

    These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

    Please let me know how you get on and apologies for the inconvenience.

    Thanks, 

    • SueB63's avatar
      SueB63
      Tuning in

      Thank you.

      However we havent managed to get very far.

      Once logged in > Click on Account settings > Virgin Media Mail settings >  At this point it is asking us to resend the link to our third party email and for it to be verified.

      We received the link and clicked on it to verify and it asked us to sign in.   We had to ask for a password to be resent to the third party email and that hasn't arrived.

      So we are a bit stuck.

      There wasn't any options to scroll down and do anything else.

      Hope you can advise further.

      Regards

      Sue 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team

        Hi SueB63, thank you for your response.

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel