My wife's blueyonder email has just stopped working She can receive but not send. She was using older settings e.g. smtp.blueyonder.co.uk and pop.blueyonder.co.uk. I know what the new settings should be BUT she has forgotten her password as it was embedded into Outlook for years. The login through Outlook did not require a full email address as the username.
I was able to log into Virgin Media using a "secondary account" and access webmail. My wife's emails were present. In old money this used to be an alias account before the move to external provider and then back again. However, her email address does not appear at the bottom of the "My Profile" page.
I have tried resetting the password of my wife's email using online route but I get "Unable to find your username".
Can someone please PM me so I can pass on account details/email addresses and the like so I can get this sorted asap?
My wife does not want to cancel the address either, she wants it working again. As mentioned in my initial post; for whatever reason her address is unable to send, but can still receive.
Yes - you did see a log with that VM code in it. I've added again below with no personal or IP info in it. Regarding my wife joining the thread - I know for a fact she would hate that and would rather speak to someone instead or better still get me to do it for her. This is why I'm the one doing this stuff.
Besides with her blueyonder email out of action; kinda difficult to register with the forum.
@Chris_W1 should be able to help you out, however normally it's a legal requirement to clear DPA with the account holder. (I don't know if they might find some alternate means of doing this - @Kev_B have you any suggestions?)
For it's part the 402 message is a telling message. It normally suggests that the Mail From: address is different to the Authid address but doesn't validate on Virgin Media's systems properly.
However this may be similar to the VM304 errors seen elsewhere, where the address exists on the Front end but for some reason is no longer on the LDAP backend. Chris should be able to escalate this to the IT department so that they can see what's happening and fix it. Sadly this isn't something phone support themselves would be able to help with (trust me on that).
I'm going to leave you in Chris' hands.
Chris if you have any questions about what I've posted, drop me a PM and I'll try and explain further.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.
"... clear DPA with the account holder... I don't know if they might find some alternate means of doing this..."
As it sounds like we can't talk to someone directly and my wife's email is still able to receive, then: a. Someone could email her something and I could replay it back via a private message. b. Ask me the questions that only the account holder would know and I'll answer them. c. We use another blueyonder email (not my wife's email) to view online bills and the like. Would that one do? I've never used that email and there are a number of sub-acconts attached to it. One of the sub email accounts is what I used to register to the forum. Just checked the email account as I typed and nope can't email login I use to view our bills as I get "Your mailbox is not available at the moment. Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices." So it'll have to be the alias attached to it.
The "guddle/confusion" surrounding main accounts/missing sub accounts was when (years back) Virgin media brought emails back in-house (from google I think) and a wee while after the main accounts names were all changed at the back-end and a while after that emails stopped working. I can't remember the year exactly but using the forum (under a different/defunct now probably profile) it was sorted by a moderator of the forum "Nikki_B?". While doing this the logical (to us) main accounts and sub accounts were mixed up. The email accounts were working so we left it as we couldn't face getting it changed any further.