I am trying to help my cousin who has lost access to her Blueyonder email on VM. Failed authentication using IMAP or POP3/SMTP and even trying another email client on a different PC.
Her husband is the primary VM account holder and she has a secondary email account. He has occasionally lost email access and resetting the password usually fixes it.
She cannot reset her email online as it fails to recognise her email as a legitimate VM email.
She has spent a long time with VM support. A variety of excuses were given, some of which were nonsensical. However, a few of the tech support tried hard to sort the problem but the didn't seem to have the system access or technical knowledge.
Her situation is unusual. Her working email is in the form john.smith@blueyonder.co.uk This does not appear as secondary email on the VM account. However, there is an entry j.smith@blueyonder.co.uk which she has never used for email. VM can't find the john.smith@blueyonder.co.uk form on their system either.
At one point, VM said they had succeeded in changing the john.smith@blueyonder.co.uk password but it seems they changed the password for j.smith@blueyonder.co.uk. Using this combination, allowed her to log on to the VM portal but not to see any emails.
The impression we were given is that the j.smith@blueyonder.co.uk and john.smith@blueyonder.co.uk emails are linked somehow, and she receives her email routed through one of the accounts. It isn't something she would know how to do and must have been done by VM or Blueyonder for some reason.
II have run out of suggestions. She is naturally very upset. Surely this is something that could be easily fixed by the backroom tech staff at VM?
