Forum Discussion

RichPinch's avatar
RichPinch
Joining in
9 months ago

Logging into my Blueyonder email address - incorrect email or password error message

Since Monday I have been unable to log into my blueyonder email address and keep getting the message that I have entered an incorrect email address or password. 

I have tried signing in via various links but every time it comes up with the same message. I have clicked the forgotten password link but I have not received a reset email to my googlemail email address despite several attempts.

Everything was working fine until the early part of the week. 

Any suggestions?

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    9 months ago

    RichPinch The key question is do you have a VM broadband account to which the blueyonder email address is attached?

    You mention a Googlemail email address, is this the username email that you use to sign into your My VM account?

    • RichPinch's avatar
      RichPinch
      Joining in
      9 months ago

      Hi Graham,

      Thank you for coming back to me. I closed my VM Broadband account in January  but I have been using my email account up until the last week. 

      I use the googlemail email address to sign in but for the last 6 days it has kept coming up that either my email address or password is incorrect - nothing about the account being closed/deleted or blocked. When I request an email to reset the password it confirms that one has been sent to my googlemail email address but nothing has been received.

      I have tried deleting cookies, I've changed the browser but still get the same message. 

      Any ideas?

       

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    When you close your VM broadband account, any email accounts attached to it will be closed by VM after 90 days. It seems this has now happened to yours. 

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    9 months ago

    Hi RichPinch, 

    Thanks for your post and welcome to our community.

    We're sorry to hear you've been unable to log into your email account.

    Is this email account linked to a current active broadband account with us?

    Please pop back to us when you can. 

    • RichPinch's avatar
      RichPinch
      Joining in
      9 months ago

      Hi Vikki,

      No it is not. I closed my broadband service in January but was never informed that you would close my email account! If this is the case why do I get the message that the email or password are incorrect rather than saying the account has been closed?

      I was told by one of your agents that I could continue to use the email address and they gave me the link with which to sign in and access it. The other point is that if you do close the email account after 90 days why has it taken till not to access it. 

      When I use the same link that I have used since January, the page loads differently so I think it is more to do with an issue with Virgin Media than it is to do with my email being closed.

      Can you confirm what steps I can take to recover emails that have been received over the last week.

      Kind regards

      Richard

      • Alex_RM's avatar
        Alex_RM
        Forum Team
        9 months ago

        Hi Richard, 

        Ordinarily it would be deleted after the 90 days, but in some rare cases some can take longer to do as it's a system process.

        I've popped you over a message to get a few more details to see if we can help, but do need to set the expectation that this may not be possible. 

        Alex_Rm

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 months ago

    @Vikki_M

    The OP already answered your question above. 

    • GregorianChant's avatar
      GregorianChant
      On our wavelength
      9 months ago

      Ah you are assuming that the forum team either can be bothered to or have the time to scan through the thread and understand it, before crashing in with a scripted, generic response!