Blueyonder authentication problem on outgoing only. Can still receive. Password incorrect but don’t know

[sambrow46]

My by account has been fine for 20years but this week I cannot send. But can receive .

tried via iPad and android phone but same error message about authentication for outgoing. Tried to log into my vm account but I don’t have this one anymore so don’t know my account number and cannot remember password but I can see my password for incoming as is saved in iPad and tried that for out going but didn’t resolve. Spoke to vm about a year ago after hacked account and they found me and reset my password but this time they trying to get me to log into the vm account at my address which is in my sons name which isn’t linked to my old account…going crazy on what to try next

[用心棒 · Accepted solution]

Are you able to sign in here https://mail2.virginmedia.com/?

FYI: if the email address is no longer linked to an active Virgin Media broadband account or more than 90 days have passed since it was terminated then it is at risk of being deleting without notice..

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

[sambrow46]

Thankyou. As my emails are still incoming I think my account is still active. For some reason my password on the imap outgoing is missing but not from incoming. I've put in the password same as my incoming server but it says incorrect. I've n no idea what this password is or why it's different... Any suggestions please 

[用心棒]

If you have access to a desktop or laptop device on the same network it would be helpful to see what, if any, error code is returned by the SMTP server in this situation. Open a Command Shell in Windows or otherwise Terminal  and enter the following where username:password is replaced with your email address and password, i.e. richard.branson@virginmedia.com:Y54kpX5g:

curl -v smtps://smtp.virginmedia.com -u username:password

Do not post the resulting output here but instead review it for possible reported causes and then post just the redacted part here or the VM error code.

[sambrow46]

my 20 year old Blueyonder account has been hacked and this has led to hacks on fb, and snap and I sta, I'm also getting text from uber etc so I'm really scared and want to change my Blueyonder password but cant on a browser as it didn't recognise my email address. I'm getting tons of strange emails telling Sent from my own  account saying I've been hacked and I'm so worried. I tried speaking to vm but no help but 12m ago it happened and they changed my password then... 

[Vikki_M]

Hi @sambrow46

Thank you for your post and welcome back to our community. I am very sorry to hear that. Are you currently an active broadband customer of ours? 

What did the team advise when you spoke with them, please?

[sambrow46]

Hi vicky I'm currently in pm with molly and hoping she will be able to help me resolve. Yes we have active account 

[Megan_L]

Hi Sambrow46,

Thanks for coming back with an update, I am glad you're already chatting with Molly, you're in safe hands with her! 

She will do her very best to help 🙂

Let us know how you get on. 

Thanks.

Megan_L

[sambrow46]

Hello Megan I've not heard anything back from molly since I sent my account details and password. What should I do? 

[Matthew_ML]

Hey sambrow46, thank you for reaching out and I am sorry you haven't heard back from Molly.

I can see you are currently in PM with her, please do reach back out to her if you need any more help on this issues. Thanks