Virgin Media Community

[KB29R]

Hi all tried 3 different call to VM this morning - my blue yonder email isn’t working requesting a password tried changing password but it won’t have it

can anyone help here please 

[coenoby]

---

@KB29R wrote:

my blue yonder email isn’t working requesting a password ...............

---

That suggests you are using an email app (perhaps on your phone) or an email client such as Microsoft Outlook or MS Mail to manage your Blueyonder emails.

Unfortunately, when they have a problem accessing an email account they tend to default to reporting there is a problem with the account password. Sometimes there is but often it is a more fundamental problem with the email account.

In order to get a better idea of what is going on with your Blueyonder account try signing in to the account directly on the VM website and reporting back the exact error message that comes up with.

On the other hand, you may find you can access the account fine on the website which would then point to a problem with the settings in the email app.  You can sign into your account from here.  https://mail2.virginmedia.com/  

Post back with how you get on.

Coenoby

[KB29R]

Thank you for the detailed response - I have been using my Blueyonder email for many years and has always been fine and using it on an Imac

The error message when i click on your link that you provided is this :

Your mailbox is not available at the moment.

Please try changing your password in the first instance as this may unlock the account following a security precaution taken by our email team.

If you’re ready to create your new password, simply head over to My Virgin Media:

• Select Sign In
• Select Forgotten your email or password? under the password box
• Follow the instructions to change your password
• Remember do not use existing or previous passwords. Further help can be found here
• Check out the Virgin Media Security Hub or our Security Matters community page for further email help & support
  
  

Should this fail to unlock the account, please retry signing in again in one hour and make sure you are using the correct password to access your email from all of your devices.

So I have tried changing passwords without success - its particularly frustrating as I have really important documents and contacts that are probably trying to email me - Looking at it I can’t access any emails from my virgin media account either so im really stuck here and am hoping there is a way round it to get me back online

Hope you can help and thanks for your info

[coenoby]

---

@KB29R wrote:

I have tried changing passwords without success

---

Thanks for coming back. I am not sure from the above whether you mean:

1. you cannot  change the password
2. or you have changed it but it does not solve the problem.

If it's 1. then here is a post I made earlier that details the easiest way to do that. Reset-email-password 

If it's 2, then your account will need attention from VM. Are you still a VM broadband customer?

Post back with an update on this.

Coenoby

[KB29R]

Hi Mate,

After talking to VM just they are saying it might have something to do with me going on a new contract in March?

I have been constantly  with VM for years and they are in the process of raising a ticket to try and re use my old blueyonder email that I have had for years

This is an absolute nightmare as this is my primary email and use it for work purposes - Im on the phone to retentions as we speak as this needs to get sorted as its my livelihood 

[jpeg1]

Hopefully you'll get your email recovered, but in any case you should think about getting your business contacts onto a more reliable email service that isn't tied to an ISP. 

[coenoby]

---

@KB29R wrote:

After talking to VM just they are saying it might have something to do with me going on a new contract in March?

---

I am not a  VM employee but if I'm honest, I think they are simply fobbing you off with any old excuse they can lay their hands on.

Even if you had left VM completely on the 1st March this year, your VM email account would not have been disconnected until May 30th (at the earliest!) so that blows that priceless gem of a fairy story straight out of the window!

I would strongly endorse what  @jpeg1 said about not using VM email for business purposes. It is a very simple, basic email service for light personal use. It is not intended for business use.  Move to an non ISP email account as soon as possible. it will be more reliable, better supported and more secure than VM's basic offering.

Have you actually tried the advice I gave about resetting the password yourself or did you go down that route and find it did not work?

Coenoby

[KB29R]

The issue is still unresolved - VM have tried resetting the password from there end - its an absolute joke!

When you say reset your password where are you suggesting that I reset it as I have an Imac and have been trying to reset password in my mail account 

Do I have to reset anything on the VM online account?

Remember I have not been able to access any email from my VM on line account for many many years - in  the email section on the VM website - there is no email set up on my account and don’t think there has been one for years....

[jpeg1]

If the email account wasn't linked even to your pre-March account then this isn't looking good. The IT staff might be able to do something for you as an existing customer but you should be prepared for bad news.

If you haven't already done so, get another email account started. And keep backups of all emails off line. 

[KB29R]

Hi Serena can you sort my same problem please