Pop up requesting password for email

[Fitchy173]

So, since an outage this morning I have not had any emails for my blueyonder account on pc or iphone. I am trying to change my password but when I fill out the memorable information, nada. no errors, just no change. Hubby is the primary account holder and all looks fine for him, but he doesn't seem able to change my password. Please can anybody help as after many an hour on 150 to VM they have informed me it could take up to 5 days!

[Zach_R]

Hi @Fitchy173,

Thank you for your post and welcome to our community forums. We're here to help.

I am very sorry to hear you're having some issues receiving emails. Is this also a problem for you when you access the email account/service via the webmail platform on our website?

Thanks,
 

[Fitchy173]

Hi, I can’t get in as it tells me my password is wrong but when I try and do reset password with the security questions, it wouldn’t work, no errors. It was almost as though it hadn’t registered that I had put my details in if that makes sense? Thanks

[Graham_A]

@Fitchy173 @Can you please answer @Zach_R question as to what happens when you try to access the email account vis the VM Mail page here: https://mail2.virginmedia.com/

[Fitchy173]

Sorry, I thought I had answered the question, new to this! So, it says incorrect password and then when I try and reset password it will not let me proceed any further than adding my DOB and security question? Thanks 

[Graham_A]

I'm sure that Zach will get back to you as soon as he can.

To help him can you confirm that your email address and your husband's account are tied to the same current VM broadband cable account.

Also has the account been open continuously since it was started in the Telewest days or have you perhaps moved house in the interim?

[Fitchy173]

Thanks. @zach_r yes both mine and my husband’s email addresses are tied to the same account VM broadband cable account and we were never with Telewest and we haven’t moved for 15 years. He is able to log in with no problems 

[Graham_A]

That is puzzling as the blueyonder email domain was originally a Telewest brand before the merger with NTL and rebranding as Virgin Media.

[Fitchy173]

maybe I am wrong then but definitely have been blueyonder for as long as I can remember!

[Robert_P]

We can see you're being helped by Zach who will respond to your Private Message as soon as possible.

Rob