Email account not working - Error message, login data wrong!

[Blackdogg]

I have run into major problems with my email accounts. On 25/06/24 I stopped being able to send and receive emails from one of my accounts. On logging into Virgin Media emails account online I can see that, my secondary email account is empty and has ! next to it. See screenshot 1 below. When I click on the ! I see the information in screenshot 2. I have tried to find a solution to reading information on this forum but I am unsure what is the correct procedure and concerned that I may lose all my emails if I change information. 

On this forum I have read that I can delete my secondary accounts then reinstall them and this will solve the problem. I am very wary of doing this as I may lose this account and all recent emails.

As suggested in a post on this forum I changed my password for the account that has that ! next to it. I changed my password but the information appears to show the old password going by the number of dots. I now do not know whether I have changed this password or not.

I have had my email accounts with Virgin Media (formerly Blueyonder) for 23 years it is disconcerting to be having so many problems recently with these accounts. 

I would be very grateful for some advice and help on this issue.

 

 

[Graham_A · Accepted solution]

@Blackdogg The first thing to check is to sign out of the primary account that you are currently logged in to.  The go to https://mail.virginmedia.com/ and sign in with the secondary email address and current password.

You should then be able to see the emails in that account.  If not what error message do you get?

[Blackdogg]

Hi Graham_A

Thanks for getting back to me about my problems with emails. I followed your instructions and logged in with the secondary email address. I had to use the new password that I created to gain access to this account. This opened the page similar to my main account but with no bill information, under ‘Quick links’ I clicked the box for ‘Virgin Media mail’ and got the message, ‘Your Virgin Media Mail account is currently unavailable’ with info to unlock VM Mail, see screenshot. 

[Graham_A]

@Blackdogg Ok, so you now need to follow the instructions on that screen to generate an app password to unlock the account.  Once it has been unlocked you can go back to your primary webmail page and change the password for the secondary account to the generated app password.  When using VM webmail to access secondary accounts via the primary account log in webmail acts as an email client/app and therefore needs the app password.

[Blackdogg]

Hi Graham_A

I am not having much success following the instructions given by Virgin Media. After a lot of filling in the forms and changing passwords, I now it seem to have two accounts the original one named after the primary Blueyonder email, an account named with @mail.com 

If I'm following your advice right I go back to my primary email account and edit the secondary account change the password. However when I do this (screenshot) and save it, I click ignore warning, it reverts to the original password. 

[Graham_A]

@Blackdogg For the secondary account details are you using the full blueyonder email address as the username together with the generated app password which is in the format of four words separated by - .

[Blackdogg]

Hi Graham_A

Success! Thank you so much for taking time out to help me with this email problem. The final bit to the puzzle seem to be the 4 word password I went back to this stage and redid this password (I'd changed the 4 words) and then all seem to come together. I can now see my emails in their prime account and they have downloaded to my computer. There is still a ‘black triangle !’ next to my secondary account, I am hoping this will just go away in time.

Virgin Media seems to have made a real mess of their email system, viewing all the forum messages of calls for help and loss of accounts. Don't know what Virgin Media's plan is for emails but they are making it very easy to make a decision to go somewhere else for all broadband and media access.

Once again thank you for your help.