Blueyonder email

[Sammie999]

My husbands blueyonder email has been hacked and we cannot find a way to access this via virginmedia to change the password. He had this address when he was the account holder but we had to make me the account holder when we moved house as couldn’t move the account initially as still needed the old address, so he no longer has an account in his name. When we try to say forgotten password it says email isn’t recognised but this email address is active and still being used daily
Any help would be very much appreciated

[Graham_A]

@Sammie999  The email address will be in the category of orphaned accounts.  Unfortunately the only thing that the VM Forum Team are likely to be able to do is get the account deleted. They are unlikely to be able to allow access, but they will try their best.  They will respond here later today or tomorrow.

[Steven_L]

Hey @Sammie999,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I’m sorry to hear of this happening, I can take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L
 

[Steven_L]

The ticket for the support team has now been raised as advised in my previous private message and I will be in touch as soon as I can with an update.

Regards,

Steven_L

[Steven_L]

Hey Sammie999,

The team have come back to me to advise that the ticket has been closed down and access to your account has been now been restored.

Please can you let me know if you have any further issues. 

Kind Regards,

Steven_L

[Sammie999]

Hi Steven

We still cannot sign into the email account, it keeps saying password not recognised? I have the email added to my account and it says credentials not recognised?

It won’t let us do anything if we say forgot password

hope you can help with this

thanks Sam

[Ilyas_Y]

Hey @Sammie999 thanks for the update on the Virgin Media forums.

I'm sorry to hear that the issue has still not been resolved.
I will look in to this for you and see what has gone on.
I will send a private message - watch out for the purple envelope inviting you in to a private chat.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @Sammie999, thanks for speaking with us today.

I'm glad to have resolved the issue for you 🙂
As always - reach out to us if you ever need anything.

Kind regards,
Ilyas.