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Primary email accounts is locked

Dialled in


My primary blueyonder email account has been locked, I have tried changing passwords as suggested online by virgin media and nothing works. I am unable to access important emails, can someone please tell me what is going on? I have had my broadband account for over 30yrs so my account is not inactive. My secondary blueyonder account is working, I am able to send & receive emails using it, I am unable to login to my emails online at Virgin.

What is going on? 

Can any replies please be sent to [MOD EDIT: Personal details] please?


Forum Team
Forum Team

Hi Treaddie, 

Thanks for posting and sorry to hear you're having some issues accessing your emails, can you try the below please-

Head to the My Virgin Media website:

Click My Account (top right corner)

Select Sign in to My Virgin Media

Enter and submit login information

Once signed in, select the Account Settings option.

Once on the Virgin Media Mail Settings page, scroll down to the App Password section and click the Generate New App Password button.

A pop-up message will appear asking the customer to verify their email address.

Customers MUST use a third party email address to continue. They cannot use any, or address.

A one-time passcode (OTP) will be sent to the confirmed third party email address.

Multi-factor authentication (MFA) is now required when a customer performs certain actions, such as changing their email password.

The customer must now enter the OTP they've received to verify that it's them. You can then reset the password of the Virgin Media email account.