Forum Discussion

resi5's avatar
resi5
Tuning in
2 years ago
Solved

Blueyonder email locked

Hi,  I have been locked out of my blueyonder emails since 31Oct, desperately need access for work purposes. When I try to access my email , I get a message: Your Virgin Media account is locked. I h...
  • Graham_A's avatar
    Graham_A
    2 years ago

    resi5 It isn't clear from any of you posts if you have followed the steps set out on the email account locked page to unlock the account.

    You need to change the username to a third party email address then change the webmail password.  As well as this you then need to generate an app password for use with third party email clients.  All this is done through the My Virgin Media account for the email address concerned via the Account Settings, Account Details options.

resi5's avatar
resi5
Tuning in
2 years ago

Hi

I am a VM broadband customer, have been for over 20!years, but the internet on my mobile is NOT VM one . I use my blueyonder email on my mobile on outlook, but equally was able to access them via browser on VM site when email was in working order .  Currently, I am unable to access emails via browser on VM website nor on outlook on my mobile. Therefore , locking my email along with hundreds of other customers without any notice is not acceptable. I trust this clarifies the position and I am without access to my emails since 31 October 2023, quite frankly cut off from any communication. I have already been subjected to a similar situation back in June 2023 when access to emails was denied for many days. Many thanks.

Graham_A's avatar
Graham_A
Very Insightful Person
2 years ago

resi5 It isn't clear from any of you posts if you have followed the steps set out on the email account locked page to unlock the account.

You need to change the username to a third party email address then change the webmail password.  As well as this you then need to generate an app password for use with third party email clients.  All this is done through the My Virgin Media account for the email address concerned via the Account Settings, Account Details options.

  • resi5's avatar
    resi5
    Tuning in
    2 years ago

    Hi,

    I did follow these steps and used a third party email to generate a new password. A member of VM staff was assisting me while I was following these steps. We were unable to generate a new password and the message that kept popping up was :”We could not verify you!” . VM rep was unable to sort this out and could not understand why this was happening.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to us resi5, and I'm sorry to hear of the issues that have been experienced with the E-Mail account.

      Check out the envelope in the top right hand corner for a private message from me and I'll do all I can to assist you further in getting this one resolved for you.

      Thanks,

      David_Bn

      • AnnieR2's avatar
        AnnieR2
        Tuning in
        2 years ago

        Did you find a way to fix this?    A friend has just been locked out of her blueyonder email and, after hours on the phone, has been told they can't get her back in.   She is on VM broadband too.  Had exactly the same experience as resi5.   Would love to be able to help her