VM emails down?

[saabmania2]

Hi,

Can someone tell me if the VM email system is down?

between myself and my wife and kids we have 5 email addresses and they have all come up with the error message when you search for mail on the webmail system, on my iphone and PC they both say the passwords are incorrect but we haven't changed them 

"The entered credential or authentication information does not work or are no longer accepted by provider. Please change them"

Any help would be great

thank you .

[Graham_A]

@saabmania2 I don't think that there is a general VM email fault at the moment.

The error messages that you are getting all suggest that the email accounts have been locked by the VM security team, although it is unusual for the primary and secondary accounts all to be locked out at the same time.

Are the emails concerned all part of your current VM broadband account?

If so then I suggest starting with the primary account changing the password via the My VM account for the primary account.  It can take up to an hour for accounts to be unlocked after the password change.

Once you have the primary account back then proceed to do the same for the secondary accounts.  You will need to log out of each account before signing into the next one, each account has its own My VM account.

[saabmania2]

Hmmm, they very interesting Graham I shall try what you have suggested thank you,

But no the primary account is not locked as that's an old ntlworld.com account so I'll log into that and try changing the password 

[saabmania2]

Right I've just changed my VM Primary email account password, but when I go to manage the other accounts there is only a button to delete not to manage or modify them?

[Graham_A · Accepted solution]

So only the secondary accounts are having the issue.  As I mentioned in the previous post you need to sign into each secondary account via their individual My VM accounts and follow the password change process.

It is no longer possible for the primary account holder to change secondary account passwords via the primary account.

[saabmania2]

Thank you Graham, your spot on I've managed to log in to each and change passwords and all is ok now 

[Ilyas_Y]

Hey @saabmania2, thanks for the update on the forums.

I'm glad that the advice given by @Graham_A has helped you resolve your problem!
There's a wealth of knowledge on here and anytime you have any issues, reach out here and you will always get an answer 🙂

Kind regards,
Ilyas.