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tufftee's avatar
tufftee
On our wavelength
2 months ago

VM O2 account linking ...secondary email account

I understand the need for improved login security these days but this whole switchover to VMO2 accounts has been done without any consideration for customers - a blanket email announcement to all VM customers a month or so ago would've been nice.

My issue is that I have a secondary (blueyonder) email address that I have now also linked to VMO2 (along with my primary address) but, before allowing me to login to webmail, it is requiring me to link that 2nd email to my main VM account (when it asks for account no., area ref & surname  etc)

I am concerned that if I now link the secondary address to my VM acc. it will swap/disconnect the existing (and working) link from my primary email address ..or will it just add it?

Has anyone here successfully linked more than one VMO2 account to a single main VM acc?

Also, this only seems to be an issue for logging into webmail in a browser  - as Mail apps on iphone/ipad/Windows/Mac  (with original IMAP settings) are still working.

Am happy to NOT use webmail temporarily if VMO2 are planning to revert to a simpler login method - can a moderator please confirm what or if there are any plans for this?

Thanks. T

account
Blueyonder
email
webmail

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  • DAB412's avatar
    DAB412
    On our wavelength
    20 days ago

    Has anyone made any progress with this issue. It just staggers me that VM can leave so many of their customers in the lurch and not even communicate with them on when or if a fix may be available. I have exchanged many messages with VM 'support', but so far have made zero progress. I'm getting dizzy going round in circles with this one. Made formal complaint but getting nowhere with that either. Can anyne shed any light on it?

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      19 days ago

      Hi DAB412 

      Welcome to the Community Forums. 

      Sorry to hear you're also having issues on this. 

      Do any of the steps help from here at all? 

      If not, and you're stuck at the linking part of the sign-in journey for Virgin Media O2 ID, are you able to try the steps here, where we've seen customers using this workaround have been able to link their Virgin Media O2 ID?

      Let us know how you get on with these steps, and if you've any further concerns, please let us know.

       

      • DAB412's avatar
        DAB412
        On our wavelength
        14 days ago

        I fear you may have misunderstood my issue. I and my wife have been blueyonder email users for over 20 years. I am the main account holder and my wife a secondary email user on my account.

        I have created a vmo2 ID and successfully logged in using it. I have connected my VirginMedia account to my new vmo2 ID and can access my VirginMedia (blueyonder) email using VirginMedia webmail.

        My wife who has a secondary email address on my VirginMedia account was required by VirginMedia also to create a vmo2 ID, which she did successfully. Unfortunately, when she logged in using her new vmo2 ID she was informed that there was no VirginMedia account associated with her login email and that she needed to connect her new vmo2 ID to my VirginMedia account. However when she tried to do this I received an email asking me to approve switching ownership of my VirginMedia account to her. I was fearful that if I did this I would no longer have access to my VirginMedia account or my email so I did not approve the request. Consequently my wife has not had access to her email for two weeks and there is no sign of this being corrected by VirginMedia, which is hugely disruptive for her. She does not know her app password so cannot set up a third party email client to use to access her emails.

        Having spent a long time on the phone to your first line chat support team, they agreed to raise an IT Ticket number P013107285 which I was told would be resolved within 3 to 5 days. That was two weeks ago. Whilst this ticket is still open, as it should be as my issue has not been resolved, somebody at VirginMedia has raised a second ticket number P013130441 with a 5 day resolution for the same issue, effectively extending the fix time for my issue by another 5 days.

        So, I am still awaiting a fix. A temporary workaround is possible if  someone at VirginMedia could change the app password on my wife's email account and send her the new password so that she can access her email from gmail or Outlook until the VirginMedia issue preventing her using webmail is resolved. Could you arrange this for me?

  • qwertyuiop2's avatar
    qwertyuiop2
    On our wavelength
    18 days ago

    This is utterly appalling. 

    Like many others on here, my wife and I have had separate blueyonder email addresses for decades, and both use webmail. Now effectively only one of us has a blueyonder email account.

    There is no possible way to access both accounts via webmail and none of the "help" does so.

    An object lesson in how to alienate your loyal customers.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      17 days ago

      Hello qwertyuiop2

       

      We're sorry to hear of the email address issues experienced, we appreciate the frustration this is causing and you taking the time to raise this via the forums.

       

      There is specific help here for secondary accounts, you need to use a different VMO2 ID for each secondary account. You should use the same username email as you were using for the secondary My Virgin Media account before the new system was implemented. The VMO2 ID is for the account, i.e. you need to link it to the account.  

       

      Logging in to the account with the linked VMO2 ID also gives access to the primary email, via the email button. Open another tab and go to log in if you want the account page open as well as the primary email.

  • Faerie1's avatar
    Faerie1
    Dialled in
    14 days ago

    Wish Iā€™d seen this post a while ago!

    when I try to log into my account, when I add my email etc, my mums account shows up? I canā€™t access my online account at all! I spoke to customer service who said it would be escalatedā€¦I got a call, 2 weeks later from the 2nd line who said I must have changed it myself, theyā€™d need to speak to my 82 yo mum who doesnā€™t have internet to see opinion she had done it. They spoke to her and she couldnā€™t remember her memorable word so they are sending it to her then theyā€™ll phone her? In the meantime Iā€™m stuck without access to my online account or services (if I canā€™t access my account should I actually have to pay?)

    new plot twist, I keep getting getting notifications saying my email address is being hackedā€¦to reset my password, theyā€™d email, when I try to log in, says not recognised by 02. Itā€™s a blueyonder one?

    I have been a customer for over 30 yearsā€¦I have only stayed as I wanted to keep my emailā€¦now it looks like itā€™s just been deleted your end. Canā€™t check mail on iPad now, says invalid credentials?

    if I donā€™t have the email OR access to my services, why am I still with Virgin?.? Can a tech here help. Iā€™d posted about the email prob in another forum days agoā€¦but no response yet šŸ˜«

  • Andy1999's avatar
    Andy1999
    Settling in
    14 days ago

    I am in the same position as all of you, I have had no access to my secondary blueyonder email account, which I access via webmail, for almost four weeks. I have spent literally hours on the telephone to customer support - tickets have been raised and I keep being told to be patient while a solution is found.

    This is a problem of Virgin Media's making - they clearly didn't understand how the system was set up in thew 1990s - they need to resolve it has a matter of urgency - I need acces to my contacts and my old emails.