Virgin Media Community

[Cloud128]

I can’t receive or send emails via a blueyonder email account. The error message is continually that the password is incorrect/does not exist. The password is correct. I have accessed my virgin webmail and looked at account settings and the blueyonder email does not exist, just my virgin email which I can change account details for. From previous similar posts it looks like the email has been deleted - very helpful! I’ve phoned Virgin, waited the 5 working days for the “specialist” IT team to contact me. Phoned again last night to be told exactly the same, wait 5 working days - said that as I had already done this I wanted a call back that evening, unsurprisingly no one from Virgin has contacted me (which again from previous posts seems to be the norm) Thought I would try this channel of communication to see if anyone from Virgin has the time to contact a customer who spends a fortune each year on their services…….

[coenoby]

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@Cloud128 wrote:
I have accessed my virgin webmail ................ and the blueyonder email does not exist,

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I am not a Virgin Media employee but there are a couple of things you could try;

1. What error message do you get when you try to sign in to the Blueyonder email account from here https://mail2.virginmedia.com/  ? if it is the "Mailbox unavailable...."  error you could try resetting the password. VM have posted this advice https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema... . However, if you cannot see the address listed in you My Virgin Media" account you will need to try changing the password from this page https://my.virginmedia.com/forgot-details/password  enter your Blueyonder address as the Username and follow the prompts.
2. If you are unsuccessful with that, you can check whether the mailbox itself still exists by sending a test message to that address and seeing if you get an error/non delivery message back. If you do, then the fact is that the email account has been permanently deleted and cannot be restored. However, you will probably find that the test message gets delivered because VM's deletion process often stops with removing access to he webmail account but leaving the mailbox still in place. If that is the case it may be possible to restore access, for a while at least!

One of the Forum Team (VM employees who support this forum) will contact you via this thread. They can take your details by Private Message, then check on what's happened and if necessary they can escalate it to the relevant technical team.

To give you a heads up though,even if the Forum Team can restore access to that Blueyonder email account, if it is not (and may be never has?) been linked to you current Broadband account it  will remain at high risk of being deleted again. That is something you will need to discuss with the Forum Team.

I hope that's helpful

Coenoby

[Cloud128]

Thanks for taking the time to reply,

Tried your suggestions at step 1 but unfortunately it just won’t accept the Blueyonder email address as the username.

I’m at step 2 from your post, test message hasn’t come back as not delivered/error so hoping that VM can restore access (this has already been escalated to the technical team but that was 9 days ago and I’ve heard nothing)

The Blueyonder email has always been linked to my account - going back to Telewest days!

Thanks again

[coenoby]

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@Cloud128 wrote:

I’m at step 2 from your post, test message hasn’t come back as not delivered/error so hoping that VM can restore access (this has already been escalated to the technical team but that was 9 days ago and I’ve heard nothing)

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Thanks for coming back with that update.

Personally, I suspect that you will not hear from the technical team. I have escalated your post to the VM Forum Team to check things out for you. They will contact you via this thread so keep an eye out for that.

Do bear in mind what I said about the uncertain future for you Blueyonder email account if it is not linked to your current VM Broadband contract. The fact it is does not appear in your My Virgin Media account confirms it is not linked to your current VM account. When you regain access to the Blueyonder account I would strongly suggest downloading the information you need from it and look to switching to using another email account as your main account.

Coenoby

[Jodi_S]

Hi Cloud128,

A warm welcome and thanks for posting on our community forums. Sorry yp hear that you're currently having difficulties sending and receiving your Blueyonder emails.

It seems from your post that we have already raised an IT ticket regarding this issue, so we can certainly check on the progress of this.

As you have already followed the amazing advice given from our valued member @coenoby, but this has not resolved the issue, we will need to investigate this further for you.

I will pop you over a private message, please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Good evening, Cloud128

Sorry for the late reply. I just wanted to update you with your Blueyonder email issue. We've been able locate your old Blueyonder email address but unfortunately, it's attached to a former account.

Due to this we will need to get another IT ticket raised to unlink it from this account so we can transfer it across to your current account for you.

I will send you a private message with your IT ticket number shortly. Due to this issue, it will take between 5-7working days for this to be moved across.

I do apologise in advance for any inconvenience this issue has caused.

Kind regards Jodi. 

[Jodi_S]

Good morning, Cloud128.

Just a quick message to say your Blueyonder email address has now been transferred across to your current account and should be accessible as normal. 

Please can you try and access your emails and let us know if all is, OK?

Kind regards Jodi 

[Cloud128]

Hello Jodi,

Tried accessing emails and I get the same error message - cannot get mail, no password provided for “blueyonder.co.uk”

I’ve re- entered the password and still get the same error message.

should I change the password in my vm web mail?

Thanks

[Cloud128]

Just checked now the vm webmail account settings, no sign of the Blueyonder email address, just the virgin media one?

[Cloud128]

Sorry, was looking in the wrong place, have found the Blueyonder email account, changed to a new password and now all is working fine. Many thanks Jodi!