Secondary blueyonder account blocked for months

[Jubbarrow]

I have been using blueyonder then Virginmedia for over 20 years.

A few months ago the 2 blueyonder accounts were blocked. I was told that it would take about a week to fix. I diverted emails to another account and waited. The main account was reinstated, but the secondary account is still blocked.

This week I gave it another go. The lady who dealt with it was very patient and polite and seemed competent. She reset the password and told me to wait 4 hours. Some 23 hours later I can get into my account but the emails are still blocked.

I am concerned because this is an important account for me. I am making do with gmail for emails since the meltdown, but would like to get access to the backlog and older emails that are inaccessible. Can you suggest any action to take?

[Tom_W1]

Hi @Jubbarrow thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

So can you confirm please if you're able to access emails through Webmail on your My Virgin Media account? You've mentioned you can get into the account but emails are still blocked, can you clarify please - are you getting an error message of some sort when trying to send?

Many thanks

[Jubbarrow]

Hi Tom_W1

Thank you for your message.

I can get into the primary account and access emails for htat account.

I can log in as the secondary user, but when I try to open email for the account a screen is displayed indicating that the account is blocked, with instructions to set up an additional password for access from an email client and to check if my emails have been forwarded to another account.

I don't get as far as sending anything. I get stuck trying to open email.

[Ilyas_Y]

Thanks for the reply @Jubbarrow on the forums. 

Are you able to send a screenshot of the error?
Try to avoid posting any personal information.

Have you tried to reset the password?

Let us know.

Kind regards.

[Jubbarrow]

Hi Ilyas

This is the page that I see. The top half of the page is displayed. It then goes into detail about resetting the password, which I have done.

The helpline did this for me and told me to wait, but I still cannot get in.

[Arissa_H]

Thank you for providing the screenshot and trying this for us Jubbarrow 🙏.

So I can further investigate 🧐 and see what has gone on, I will have to private message you. 

Please watch out for the envelope ✉.