Forum Discussion

m_3a's avatar
m_3a
Joining in
2 months ago

Problems with blueyonder email address

I was forced to leave Virgin as they wouldn't approve installation when I moved house in March. I have used blueyonder email for over 20 years and this works on my iPad mail app. However we have a number of concerns, 

I don't seem to have access to enable us to change a password if my account was hacked,

I can't get blueyonder to work on an Outlook platform. My daughter has been using my old lap top to trawl through around 14,000 emails using a windows mail app which is no longer supported from 31st December 2024 and gradually moving me to outlook.

We had an email in 2015 to say blueyonder was moving to outlook and that outlook was the account alias or vice versa but the blueyonder emails have never worked in outlook. 

My daughter has deleted all the emails I don't need using windows mail, but this hasn't synced to my iPad. 

When we try to access the account settings it doesn't have a show me option to display what the account password was and for us to add access to blueyonder to any other mailbox it's asking for a 16 digit password which we can't get hold of.

Is there anyway we can regenerate a password and access the blueyonder platform? I've asked the question on the Microsoft Community site and they've effectively said it's not managed on their platform and asked us to input IMAP and SMTP details. 

I have difficulties with eye sight hence my daughter trying to sort everything for me and so far she has spent a week on this going round in circles. Surely when we are made to leave Virgin there should be a step by step guide to how to sort out access to your old emails.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    When you leave VM your mailboxes should only be active for 90 days. After this they can be deleted. You need to setup a new email address, e.g. Gmail, and forward everything in your old VM mailbox to the new one. 

  • m_3a's avatar
    m_3a
    Joining in
    2 months ago

    Thank you for your reply, there doesn't appear to be a feature in my mum's iPad mail app (the accessibility for her low vision works well on this app) to forward all the emails of which she has thousands. I think I'd need access to the VM mailbox, which I don't have. The confusion for me is that it seems blueyonder migrated to outlook in 2015 but this has never worked with my mum's emails. I thought I'd sorted her mailbox on her old lap top as it enabled me to group from sender, but nothing has synced across the devices. 

    https://answers.microsoft.com/en-us/outlook_com/forum/all/i-cant-access-my-blueyonder-emails-through-outlook/36d92781-7239-4a9b-8d95-2a57b89b70bf

    I don't understand the response from Microsoft either to my community question, and I have limited time to sort this out for her before I go back to work. It's a nightmare if I'm honest. 

     

  • m_3a's avatar
    m_3a
    Joining in
    2 months ago

    Microsoft have said I need to access the Virgin mail box but she no longer has an account. It's all really frustrating. She didn't even want to leave Virgin when she moved house. When Virgin let her down on the installation she also lost her phone number of 20 plus years. I made a verbal complaint at the time which we never heard from due to the amount of calls we had to make, the conflicting advice given and how annoying it was to lose her phone number. She still has the Virgin kit at home I think as we were not given any packaging to return the box and I think she also had a small credit on the account too, but we can't sign in now to check or make contact. Phone calls are frustrating as she can't make calls without my help. I spent 5 hours on phone to Virgin alone when she moved in March over a period of 3 weeks. My mum has low vision so I have to support her and it feels to me that I am forever battling utility companies for one thing and another, nothing these days, who ever you rung is straight forward at all. Its frustrating that we now we have a problem with accessing her mail box. 

     

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 months ago

      Hello m_3a,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having trying to sort out your mums email address. 

      As Adduxi has advised that once you leave Virgin Media the email address would be terminated 90 days after your mums account was cancelled with us. Unfortunately we wouldn't be able to help any further or grant any form of temporary access to allow you in to forward any of the mails as the account would now be closed down.

      Regarding the equipment that your mum still has. we would only need certain items to be returned and they can be found here. What have you been advised about the credit that is still owed?

      Kind Regards,

      Steven_L