2 months ago, I was unable to access my Blueyonder account as I had 'invalid IMAP credentials' (despite not changing anything). Fortunately, Adri_G was able to work his magic and after a couple of days - I was back in business.
I'm afraid to report however, I've come up against the same issue. I reported the error two weeks ago to Virgin. I've gone through multiple call centre agents conducting password resets, deleting cache, trying different browsers - all of the basics, none of it has worked.
One agent alluded to the fact my Blueyonder account has been decoupled from my Virgin Media account. An IT ticket was raised (over ten days ago), i've heard nothing on that since.
I've been promised call backs twice but no-one has called back. I've had random disconnects whilst on the phone, no-one bothers to call back. I'm going in circles and tearing my hair out. Everytime i'm handed a new agent, I'm asked to go through the same basic steps. It's clearly not their fault - but i'm making no progress what-so-ever.
This is my primary email account. I need access to it. I can't help but feel that as Blueyonder is now considered a legacy system - Virgin aren't interested in fixing the issue and would rather their customers move on......
Any advice gratefully appreciated. I've tried:
- Clearing cache;
- Using a different machine;
- Resetting my password on MyVM (this only changes my account password, not my mailbox password);
- Connecting via Webmail and Outlook.
I'm confident that the agent is right - my Blueyonder address has been decoupled from my Virgin Media account, which means that when *I*, a member of the public, reset my password via my Virgin Media account settings - it does not link to the mailbox.