BLUEYONDER EMAIL LOCKED, UNABLE TO ACCESS MY EMAILS

[resi5]

PLEASE HELP

I cannot access my blueyonder emails since Monday 31st October, spoke numerous times to useless customer service reps who could not help me.  VM does not care about their customers even though I have been their customer for over 20 years. I am desperate to have access to my emails as these are my work related emails.

I am getting the following message when trying to access my emails:

YOUR VIRGIN MEDIA EMAIL IS LOCKED and

you have an existing Virgin Media Mail account with us, please follow the steps below, as your account may have been locked as a security precaution.

Follow these steps unlock your Virgin Media Mail account

Step 1.
Go to My Virgin Media : to create a new password for your My Virgin Media account. We need you to create a new password for this account as there may have been a security breach.

• Select Sign In
• Select Forgotten your email or password? under the password box
• Follow the instructions to change your password

Step 2.
Next, we need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.

1. Sign In to My Virgin Media
   a. Go to Account settings, then Account details
   b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
   c. Then, under Virgin Media Mail app password tap Get password
2. Continue the flow and a new secure password will be generated for you
3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

Step 3.
Once your password's reset, make sure your emails are not being forwarded without your knowledge.

• Go to mail.virginmedia.com
• Sign in with your username and password
• Click on Menu (top right) and then, Settings
• Expand the Email option
• Select Auto Forward

This will show any email addresses set to receive forwarded emails from your Virgin Media mailbox. If it shows one you don’t recognise, select and delete the forwarding rule.

Virgin Media takes your security very seriously. That’s why we always want our customers to know what’s happening as soon as an issue is detected. It’s our policy to proactively advise customers of external security threats which may affect them in the ever-changing digital world.

I have tried many, many times to follow these steps but it still wont work. VM CHAT MEMBERS/STAFF PLEASE, PLEASE  ASSIST.

THANKS

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[resi5]

Hi,

The same thing happened to me, my blueyonder email is locked. Have no access to work related emails , spent hours on the phone to VM customer’s service, spoke to 3 different agents who did not have a clue how to unblock it. They blamed broadband etc, you name it. Finally a ticket was raised as apparently an IT expert is supposed to contact me within 5 days as per VM’s terms and conditions. I am furious that VM can lock our emails without any prior notice.  Needless that BBC Watchdog should take this up on our behalf.

[Arissa_H]

Hi Resi5 👋🏼.

Thank you for posting and welcoming you onto our community forum 😊.

Sorry to see you have been locked out your blueyonder email ☹.

Have you tried doing this on another device?

Also making sure you have cleared your cache and cookies? 

Let us know how you are getting on.