Password reset

Hi Matthew

We have tried that but it doesn't send a link, it forces us through the "create virgin-O2 ID" route, but it hasn't allowed us to complete that process.  We think we know the base word that the password is based on, but it seems that the account has been locked - presumably through us trying different permutations.

The original system with a master account and sub accounts worked.  If Virgin was migrating away from this, I didn't notice any important emails to make sure that the family all logged into webmail and got access to their emails.

Because my wife doesn't have her details on the account, I don't see how the system can verify her - only me as the account holder.  

As you can see, everything is done late at night when we are both able to sit down and work through possibilities, not when the helpline might be open.  We also have to get the email account unlocked now.  She does have the account on her iPad, but we can't transfer it to her new laptop.  I seem to have made the situation worse because she can't access it on her iPad either now!

Hi Matthew_ML 

to use the forgotten password route, would that involve my wife loging in to blueyonder webmail?  We can certainly try that this evening.  I'll let you know how we get on tomorrow.  Thanks.

Hey StuartB, thank you for reaching out and we are so sorry to hear about your email issues.

To confirm have you gone down the forget password route?

Did the above advice help? 

Try if you have Microsoft edge account you will find passwords on 3 dots top right and scroll down or google passwords same procedure