Cannot access Blueyonder email account

[Lizahb77]

Hi there

Since yesterday i am having problems accessing my Blueyonder email account: I have tried both accessing via my iphone and webmail via my virgin media. It keeps saying my credentials are incorrect but i havent changed anything.. see attachment to the error i get. Pls can someone help me. I have recently left virgin on 10 October and believe i still have my Blueyonder acct for 90 days past that date. 

 

[Lizahb77]

Yes Graham

So i have logged back into my virgin media - the same as the previous step and rather than update details gone to bottom and clicked on Virgin media email .. and then i get through to my inbox ( second screen shot) I click on Folders and then you get the folder layout and you can see the blueyonder email is there. I go into it and change the password and it then says Account updated and comes back with the error. 

 

 

 

 

 

 

[Graham_A]

@Lizahb77

Thanks, your latest screen shots show that you are still signing into the wrong My Virgin Media account.

Not sure how else to explain that you need to log out of the VM account that you are currently logged into and then log into the My VM account for the blueyonder email account at https://www.virginmedia.com/my-virgin-media/existing-customer.

Once logged in follow the password change process as previously described.

[Lizahb77]

Hi Graham

i am signing in from that screen. Here are tge first 2 steps of the process. I click in Sign into My Virgin Media and i get screenshot 2. I then select the blueyonder account and i get screenshot 3 .  Then after entering my password i am presented with screen shot 4. I select No to Device Authentication and continue with password and i get screenshot 5 which is my account and welcome back. I click on the 3 lines in the top left hand corner ( circled them in red) and i get the pop out feom the side screenshot 6 which i select Email.

after clicking email icon it takes me to screenshot 7my inbox. The emails visible are for my @virginmedia.com account not blueyonder. So i then click on Folders in the top left hand corner on Screenshot 7 and i get presented with the next screen screenshot 8.

please advise me where i am going wrong ?

 

 

 

 

 

 

 

 

 

[Graham_A]

That is all very odd.  The screen shot showing a billing status should only be doing that if the email address concerned is the primary billing account.

I think that the @Ashleigh_C  needs to investigate this further for you.

[Graham_A]

A further thought, although it shouldn't matter is to. change the email account settings for this secondary account in the main VM Mail account to which you have added it.  You may need to delete it from the VM unified webmail page first before adding it back using the following settings:

https://community.virginmedia.com/t5/Email/Email-settings-change/td-p/3369438/jump-to/first-unread-m...

[Lizahb77]

Hi Graham

are you saying delete the blueyonder account in screenshot 1 and then add it back in screenshot 2 via the add email account?

or delete it from screenshot 3? And add it back in?

 

 

 

[Graham_A]

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@Lizahb77 wrote:

Hi Graham

are you saying delete the blueyonder account in screenshot 1 and then add it back in screenshot 2 via the add email account?  Yes

or delete it from screenshot 3? And add it back in?  Do Not do this.

 

 

 

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[Lizahb77]

Hi Ash

So when i go to www.virginmedia.com, i click on the red tab Sign in to myvirginmedia. I type in my blueyonder.co.uk email and get to to the my accou t page which shows me the my account page - so latest Bill, update settings page. I then select to access my emails and it then takes me into my email account for virginmedia.com address. In this I have a second email account( i think its known as an orphan account) which is my blueyonder.co.uk account. It is tbis email account that is failing to receive any new emails or access the server. It is complaining that my credentials are incorrect and username /password is wrong. I have tried resetting my password but it still doesn’t allow me to access them even with the new password. To he clear i can access my email account for virgin media.com.  I was told that i would have both my virgin media.com email account and blueyonder.co.uk email account for 90 days after leaving virgin. I left Virgin on 14 October and my email account seems to have been blocked since 01 November .

[Ashleigh_C]

I'm sorry to hear this @Lizahb77

Let me pop you a PM so we can take a closer look, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you again.