Blueyonder email locked

[resi5]

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 have spent hours on the phone to Virgin Media customer service who are useless to say the least. Can’t solve the problem and tell me that someone from IT dept will call . No/one is calls back,!it warrants contacting BBC watchdog and various media to expose their non existent customer service. Can someone help PLEASE!! A big thank you.

[jpeg1]

The first question is are you still a Virginmedia broadband customer? If you are not then they have closed your email account.

If you are a broadband customer, have you tried accessing the email with an email app and using a browser to access webmail?

[resi5]

Yes, I have been VM customer for over 25 years!!! Cannot access emails via web browser on VM site NOR via outlook app. Reported to VM on 31 Oct23 , spoke to Nitin, Nikil and Liam in 1st Nov as well. Recorded all calls to submit my evidence as no-one is able to help. Today, 2 Nov no calls frm VM to 

[resi5]

I am unable to carry out my professional assignments for government bodies as I cannot access my emails. This will be acted upon as such a loss of service cannot be accepted . In the meantime, please take steps to unlock my emails PLEASE.

Thanks you.

[jpeg1]

Hopefully a VM person will be along to take some details and get you connected.

However do remember that you have a domestic/residential contract, not a business one, and you have no guarantee of a constant service.

VM have stopped issuing new email addresses and the future of old ones is in doubt.  I'd strongly suggest that you get a new address elsewhere that is not subject to the problems that you and others are having, and start the process of moving your contacts across.

[resi5]

Hi

For the record, I use my email blueyonder on my mobile phone and my network and internet  provider is NOT Virgin Media. Therefore this is not relevant to my domestic use of broadband, luckily my mobile phone contract is not withnVM and will never become one.  Thanks for your response , I am sitting this out for the 5 day response period as VM’s per T/C for this be sorted out since my ticket was issued. After that 5 day period  , I am sure  BBC WATCHDOG  will be interested in my story along with other customers whose emails have been blocked on VM service. Many thanks.

[jpeg1]

This is confusing. At the beginning I asked if you were a broadband customer and you agreed that you were. Now you say you are not. This conversation could have been a lot shorter.

Since VM only provide an email service for proadband customers, and gave notice in their T&C's that the service stopped after 90 days, but still gave you a much longer free email service, I don't think you will get very far with any complaints or publicity.  But by all means try if you think you have a case.

[resi5]

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 · Accepted solution]

@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]

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.