Help after getting logged out of blyeonder

[MrsMoose]

I had difficulty with logging into my blueyonder account on Outlook and after various attempts got locked out of my blueyonder account.

As part of the recovery process I had to change the sign in details on my account so that rather than reading xyz@blueyonder.co.uk it now reads xyz@gmail.com and I can't change it back to xyz@blueyonder etc

I also had to get a new password for when I'm using third party apps.

 I can now use Webmail again and get into my blueyonder account via the Mail app.

But I can't seem to sign back in my mobile phone. I have no idea whether my user name for Incoming Server settings is xyz@blueyonder.co.uk or xyz@gmail.com

I will have the same problem if I try to get blueyonder via Outlook on my laptop. Can anyone advise and talk me through the relevant settings. 

Can anyone advise?

[Graham_A]

@MrsMoose  when using an email client such as Outlook the account credentials that you need to use are the full blueyonder.co.uk email address together with the generated app password.

Sometimes with Outlook you have to delete the email account and then add it back using the new app password.

[Lee_R]

Hi @MrsMoose thanks for posting and welcome back to our community.

Sorry to hear you've had issues with accessing your blueyonder email address and for any inconvenience this may be causing.  Have you had the opportunity to follow the advice from Graham_A?  Also have you checked here, for any guidance and tips?  Please do get back to us if you require any further assistance.

Regards

Lee_R

[MrsMoose]

Thanks Lee R

I got locked out of my VirginMedia account altogether.

What happened was after a long wait getting through to Virgin - though actually it is CapGemini on the phone - they asked for my 'memorable word' , something I hadn't used for about 10 years and had forgotten. Fortunately my husband - main account holder - was around. The man from Gemini said he'd escalate the issue and it would take 3-5 days.

What happened next was him getting an email from the fraud team saying there's been attempted fraud and to check his account.

He said, 'No this was my wife having problems logging into Outlook which required her to resubmit her details for log in. There hasn't been any fraud.'

I then regained access to te Virgin media account, logged back into Outlook and email on my mobile phone successfully.

But it does highlight the lack of timely support for people who are still using Blueyonder. I feel I will ultimately have to migrate over to gmail, which is also difficult because it appears there is no easy way to migrate stuff over.

[Zoie_P]

Hi @MrsMoose, 

Thank you for your reply, we can help you get into your My Virgin Media account from here, and take a look at the email address' associated but we do advise not giving your VM details to Cap Gemini as this is not a company we deal with. 

I will pop you over a PM so keep an eye out for the little envelope 📩👀

Thanks,

Zoie