Blueyonder email

[Foz63]

My wife has already raised an issue in the forum but you’ve sent her a private message & wont deal with her because she’s not the account holder. Why you won’t deal with her over this issue is totally beyond me because she understands the problem much better than I do! I shouldn’t have to change the password on her personal email account! Please can you contact me so we can resolve the issue 

[jpeg1]

VM will not deal with anyone other than the account holder. This is not negotiable. 

[Foz63]

How do we resolve the email problem then please?

[jpeg1]

She can explain the problem here in your thread, under your name. Get her to give as much detail as possible. Other users can give advice.

Her problem may be due to VM changing login arrangements, so it might be helpful if she reads this first.

https://www.virginmedia.com/help/broadband/manage-email-account

[Graham_A]

@Foz63 I have escalated this to the VM Forum Team for you with a link to your wife's original thread.  They should respond later this morning.

[Vikki_M]

Hi Foz63

Thanks for your post and welcome to our community.

If the email is linked to your account, for security reasons we do need to speak to the account holder directly.

We apologise for any inconvenience caused. 

If you could please let us know what issues you're having with the email account, we'll do all we can to help.

Please pop back to us when you can. 

[Foz63]

The emails will only download in the Apple Mail app when connected to WIFi. They won’t download when outside the house on 4G. I am the account holder but it is my wife who is having the email issue. She has changed her password but it’s made no difference 

[jpeg1]

More information needed. 

What exactly happens when she tries to 'download' emails? Does the inbox update with the post titles?  What messages does the email app give?  Does sending posts work? 

Can she try a different app?  A different device? 

If the email works on a broadband connection and only fails on a mobile, this suggests it's not a VM problem. 

[Foz63]

There is no error message if she tries to download on 4G. It says checking for mail & the little wheel just goes round but no messages download until she gets home or connects to WiFi elsewhere. She can send messages on 4G & they deliver ok

[jpeg1]

Odd thst the same app on the same device behaves differently on the two connections. Can she try from home on a different device?