Forum Discussion

adamsmc's avatar
adamsmc
Joining in
4 months ago

Re: Unable to access Webmail

I have a similar issue. I have been unable to access my email via webmail but that didn't bother me as it always worked on apple mail. Now, suddenly I cant get in on apple mail either. Spent ages on the the chatline to be told they don't do email and I should phone  Virgin  so I was on the one for ages and I was given  a ref number for the job, for what’s its worth.

When I go to Accounts, I see three blueyonder email addresses I use, one at the top in red, the other 2 in black 

Beside the email address that is not working it says 

The entered credential or authentication information does not work  or are no longer accepted by provider. Please change them.

I don't know exactly what this means and  any way I cant  change the password even when I go to Edit.

  • Hi there adamsmc 

    Thank you so much for your post and welcome back to the community forums, it's great to have you here.

    I am so sorry that you have faced this issue with your email and thank you again for posting. Can I ask if you are using a non Virgin email to log in to My Virgin Media?

    • adamsmc's avatar
      adamsmc
      Joining in

      No, I use a blueyonder email address.  I have other ones but not to log on to VM

  • Correction,

    I use an iCloud email address to get on to VM

    The mailbox app email address is a blueyonder address

     

    What I dont understand is 

    1. Why for at least a year I got my emails via apple mail but they were not accessible on the VM site

    and 

    2. Why I need to change any password  when the 2 other blueyonder email addresses are working on both apple mail and the VM site

     

  • ...also 

    Also I don't understand  what I can only think are different levels, or maybe not...

    I have a VM account that I use an iCloud address  and password to get onto

    I have VM mail account that I use a blueyonder  address and different (?) password to get onto .

    The address of this mail2.virginmedia.com.  Is the the app?? or what?

    I have an apple mail account that I use  to get onto my 3 Blueyonder email addresses, with 3 different passwords

    as I said, 2 blueyonder addresses are working, 1 is not

    I dont want to change any email address, just to get the one Ive got working again 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    I'm sure someone will be able to answer all your questions, but why make things so hard for yourself by struggling to keep VM email going? Their email ties you to using VM broadband, and it is pretty clear that they are running the service down. 

  • This is a good point, I am increasing using my other email addresses and the longer this issue goes unresolved the  more I will do so.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Hey adamsmc Thanks for reaching out to us on the Virgin Media forums. 👋🏽

      I'm sorry to hear about the issues with webmail you are facing.
      When trying to access the mail - are you faced with an error with an error code?

      Or is it that you cannot access the emails at all on one platform and not the other?
      Let us know.

      Kind regards,
      Ilyas.

  • Hi,

    Thanks for picking this up. ysI cannot access my mail either on VM webmail or via apple mail.

    Prior to last week I could not access my email  on VM webmail but I could  via apple mail

    I have 2 other blueyonder email addresses that are working on  both VM webmail and  apple mail

    I do not get an error code.

    On VM webmail I get

    Error

    The provided login data to access e-mail server imap4.blueyonder.co.uk seems to be wrong. Please correct them.

     

    and on apple mail I get

    Can’t connect to the account [my name].

    Enter the password for the user [my email address]

    [enter password]

    Unable to verify  account name or password

     

    I have been given a job reference number PO12735931

     

    • Carley_S's avatar
      Carley_S
      Forum Team

      Thank you for this adamsmc 

      Can you try to see if requesting an app password for the email not working resolves this issue? You can see the steps and other email help advise here.

      When you click edit to change the password on here can you advise what it shows if you're still not able to access the email account? 

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi adamsmc, 

      Thanks for coming back to us and updating us. We're happy to hear things are resolved for you now. 

      Please keep us posted if you have any further issues.

      Many thanks,