My partner has been unable to login to her personal blueyonder email account (used for over 10 years without issues) for 8 days now. I am the main VM account holder - her email is a secondary account. Yesterday I received a letter from VM Internet Security re suspicious activity involving her email address which resulted in the locking of MyVM account. I have now successfully reset the password for MyVM account via the forgotten password route - I am able to access my own main email account and this works fine (as it has continued to do throughout this issue).
I suspect also that there has not been any real security issue involving her mailbox. We use Thunderbird as our email client - whenever there is some sort of delay connecting to the VM servers this unhelpfully pops up a login failed dialogue box with the invitation to 'Enter New Password'. Since we had not set a new password via MyVM I suspect that our repeated mistaken attempts to put in a new password in the browser have been diagnosed as a security threat!
However, repeated (correct) attempts to set up a new password for my partner's email account by managing her account from within My VM have no effect - still unable to login. I can only assume that her email address/mailbox remains locked in some way on the VM server. I am therefore looking for some assistance from the VM help forum Team to investigate and hopefully resolve the problem.
Problem now sorted thanks to assistance via the 150 phone support route. Turned out I was right that too many misguided attempts to enter a new password via the email client triggered a VM security lock of the secondary mailbox. Also thanks for a helpful tip from a member of the forum team on how to protect my email accounts from similar difficulties in the future.