Accessing e-mail

[Stephen17]

Some time ago I was asked to change my sign-in procedure to a non-Virgin Media e-mail address in order to access my @virginmedia.com e-mail. Somewhat onerous, but it does work. Today I've noticed that my domain name e-mail has gone down and this seems to be stopping me from accessing my Virgin Media mail as well. This seems a bit problematic. Is there some way I can change my Virgin Media sign-in to how it used to function? Virgin Media e-mail address and password. I have a couple of @virginmedia.com addresses in use in an account set up with an old @blueyonder.co.uk address. This issue only applies to only one of two @virginmedia.com addresses I currently use.

[Stephen17]

My non-Virgin Media e-mail account is now up and running although I still cannot access my @virginmedia.com e-mail via this other address. I get caught in an endless loop of image verification and a notification that my e-mail or password are incorrect. 

[goslow]

Bit hard to unpick what you are doing here from your description (and VM's current requirements are certainly confusing!)

How are you trying to access your VM email, via VM webmail?

If you have gone through the process of doing the third party email address security change in My VM, are you using that third party email address as the username for VM webmail along with your VM password?

[Stephen17]

Thanks,

Yes, accessing VM email via VM webmail.

Yes, using my third party email address as username on VM webmail along with VM password.

A tedious approach, but it all seemed to work until there was a problem with Microsoft 365 and my third party e-mail this morning. My wife received the same request from VM to use a third party e-mail to log into VM and ignored it. She can still access the old-fashioned way with VM email address and password.

[goslow]

Can you log into the corresponding 'My Virgin Media' for your errant VM email address (using the third party email address and VM password as the login credentials)?

If you can, can you then access webmail as per first section here

https://www.virginmedia.com/help/broadband/manage-email-account

[Stephen17]

I cannot log into My Virgin Media using either my third party email address and VM password or my VM email address and VM password. At the sign in page I receive a warning that my email or password are incorrect.

[goslow]

Is there a password reset for My VM (which may involve your security questions)?

I think you need to get into My VM first of all to then gain access to webmail.

If you can't get into My VM with a password reset, I think you will need the VM forum team to help you access the account.

[Stephen17]

I've contacted support at Virgin Media and there seems to be an issue here. They have raised a ticket number and apparently it is going to take a week to sort out. Not ideal. 

[Stephen17]

Subsequent to discussing my issue with my @virginmedia.com account with technical support, I seem to have lost access to my old @blueyonder.co.uk account. Something fishy seems to be going on here. 

[David_Bn]

Thanks for your post on our Community Forums @Stephen17, and welcome back!

Do please keep us updated with the ticket raised - our IT team will seek to be in touch with you to discuss the ticket further, once they believe they've been able to have this resolved for you

If the ticket goes beyond the time frame advised, we will be on hand to offer further assistance where possible.

Thanks,

David_Bn