Forum Discussion

landryangelica's avatar
landryangelica
On our wavelength
2 years ago
Solved

SETTINGS FOR BLUEYONDER ACCOUNT ON MAC MAIL

PLEASE PLEASE HELP ME. I've just wasted another hour of my life and am in tears after trying to get sense from Virgin advisors who are unable to answer a simple question.

I have a Blueyonder account and usually access it via the Virgin website (webmail). I was recently locked out of my email and compelled to spend 2 hours on the phone to Virgin advisors. Finally I got on to someone who knew what they were doing and they talked me through changing my domain name to a gmail address and also changing my Password (it wasn't clear why this had to be done but anyway, it worked and I was able to access my email at last). 

The Webmail was then working and the advisor stayed on the line while I checked if these new settings were also working on my Mac Mail account, which they were. As stated, I usually just use the Virgin Webmail but sometimes I need to access my mail on my Mac Mail account too. I've just tried to do that (2 weeks after this issue arose) but it's rejecting my new password over and over again, even though I'm sure it's correct.

Since my domain name has had to change to gmail, I'm wondering if the issue is a setting in the Accounts info within Mac Mail. I know this is nothing complicated but I need someone from Virgin to inform me what the settings should be, eg is it still pop3.virginmedia.com and should the Email address now be the gmail one. I've tried all the possibilities but nothing works.

The last Virgin advisor said I need to talk to Mac. That is a complete load of rubbish. Of course Mac aren't going to know what the Virgin settings are. Please, I'm begging someone to help me. The frustration is unbearable. Never have I had a satisfactory experience with the advisors from Virgin. This should be a simple question with a very simple solution.

I look forward to hearing from you. I've already spent a total of 3 and a half hours trying to deal with this. Many thanks in advance.

  • Graham_A's avatar
    Graham_A
    2 years ago

    landryangelica Each blueyonder email address know requires two different passwords. 

    • There is one password for the My Virgin Media account and webmail access, both of which require the third party email username as the sign in address.
    • The second password is generated via the My Virgin Media account Account details page as explained by Steven_L in his post.  This password is in the format xxxx-xxxx-xxxx-xxxx and is needed to access the email account via an email client such as Mac Mail.  The username for use with email clients remains the full blueyonder email address.

26 Replies

  • Hey landryangelica,

    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 with your email account at the moment, to be able to access your email email, you would need to do the below steps to be able to access that.

    • Sign in to My Virgin Media
    • Go to Account settings, then Account details
    • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    • Then, under Virgin Media Mail app password tap Get password
    • Continue the flow and a new secure password will be generated, and the mailbox unlocked
    • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

    Please can you give this a try and let me know how it goes.

    Kind Regards,

    Steven_L

    • Graham_A's avatar
      Graham_A
      Very Insightful Person

      landryangelica Please note that after you have generated the app password as above when you come to change the use settings in MacMail the username is still your full blueyonder email address not the third party email username that you set up.  That is only used to access VM webmail or your My VM account.

      • landryangelica's avatar
        landryangelica
        On our wavelength

        I'm confused. I don't want to change my PW again. I've checked and I know I have the correct one. That isn't the problem. I've had no problem for years with Mac Mail, until now. It has to be something to do with having changed my PW and domain name 2 weeks ago, right?  Thanks

    • landryangelica's avatar
      landryangelica
      On our wavelength

      The account isn't unlocked now, the problem is I can't get my mail in Mac Mail. Why do I need to change my PW again, please? I would rather not. Thanks

      • Graham_A's avatar
        Graham_A
        Very Insightful Person

        landryangelica Each blueyonder email address know requires two different passwords. 

        • There is one password for the My Virgin Media account and webmail access, both of which require the third party email username as the sign in address.
        • The second password is generated via the My Virgin Media account Account details page as explained by Steven_L in his post.  This password is in the format xxxx-xxxx-xxxx-xxxx and is needed to access the email account via an email client such as Mac Mail.  The username for use with email clients remains the full blueyonder email address.
  • landryangelica's avatar
    landryangelica
    On our wavelength

    Oh please help. Nothing should be any different in my Mac Mail settings.

    Description: POP Account

    Email address: my Blueyonder email address

    Full Name: my name

    Incoming Mail Server: pop3.virginmedia.com

    User Name: my Blueyonder email address

    Password: The new PW which I know is correct

    What's the problem likely to be? I already checked this account was working at the time of changing my PW and domain name, 2 weeks ago. Nothing else has changed. Thanks in advance. (Half a day wasted now)

  • 用心棒's avatar
    用心棒
    Very Insightful Person

    Your Virgin Media account now has two sets of authentication credentials:

    • a set for use with My Virgin Media and Virgin Media Mail ( a.k.a. webmail), i.e. your new (gmail.com) Sign in Email Address and account password
    • and a set for use with other email clients, like macOS Mail, that uses your original (blueyonder.co.uk) Virgin Media email address and an App Password

    You do not need to change your account password but do need to generate an App Password for use with macOS Mail and other emails clients.

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team

      Hi landryangelica 👋.

      Thanks for the update. Have you been able to generate a new password as advised prior?

      The steps are below.

      • Sign in to My Virgin Media
      • Go to Account settings, then Account details
      • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
      • Then, under Virgin Media Mail app password tap Get password
      • Continue the flow and a new secure password will be generated, and the mailbox unlocked
      • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

      Sabrina

      • landryangelica's avatar
        landryangelica
        On our wavelength

        But why would I need to create another Password? That's precisely what caused the problem in the first place. Why should doing it again solve the issue of not being able to access my email via your website via my Chromebook?
        I suppose I'll have to try it yet again, for the third time, unless there are any other ideas. Thanks

  • landryangelica's avatar
    landryangelica
    On our wavelength

    I've already done that (twice). That's what led to not being able to access my emails via your website on my Chromebook.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team

      Hi landryangelica, 

      Thanks for coming back to us on this. 

      Due to the new security measures, you will have one third party email address and password to be able to log in to My VM and then you will have your Virgin Media email address and an app password to use the email on an email client or app. 

      You won't need to change your My VM password but you will need the app password and that can be generated using the steps Sabrina provided above. 

      Once you have the app password, you'll need to set up the email address on the mail client or app using your VM email address as the username and the app generated password. This usually looks something along the lines of: mail-horse-yellow-panda. Please note that when entering your app password, it needs to be entered exactly as displayed (including the hyphens). 

      Keep us posted on how you get on. 

      Thanks,

      • landryangelica's avatar
        landryangelica
        On our wavelength

        Thank you but, as I clearly said, right now I am not talking about accessing my email on any third party app. I am trying to access my emails via the Virgin website - on my Chromebook - as I used to be able to do before this infuriating issue arose several weeks ago.

        Apologies if I'm misunderstanding you but I don't think so. 😏 I'm not convinced that you have understood the problem, which is pretty straightforward.