Hi. I'm posting this on behalf of my mum. We're both virgin media customers but she's in her 70's and been on calls for weeks about email issues with no progress. I'm hoping I can get some advice I can relay to her about how to resolve this. It's a blueyonder email address.
So, her virgin media account originally had the primary account set to my brothers email. She called about 3-4 weeks ago to get her own email switched to the primary account and this seems to co-incide with the email issues appearing. From searching the forums I can see some other issues similar to this which also appear to relate to account changes.
She's been talked through the password reset process several times, without any joy. What is confusing is that she can still receive but not send emails on her phone, which I don't understand. If she's changed her password but not updated her phone, what can explain this still working.
I've also searched long and hard for all the various email pop3 smptp settings etc. To be honest I've found a few variations of this including what seems to be instructions that blueyonder emails should use ntlworld settings. It's hard to be sure we have this right and whether it's a factor in the issues or not. Given it was working before the account change I suspect they were right but we've fiddled with them so many times now it would be helpful to get definitive settings for an iPhone and IPad.
To compound things, she's also been hacked, falling victim to that recent royal mail scam. We think we've addressed this however the lack of access to her email, and the fear this may still be compromised is causing her a lot of stress. She was about to phone an engineer to come out as a last resort, but I don't think they'd be able to sort this for her so here I am on the forums trying to find a route forward for her.
I appreciate there are other posts like this and I did read them. The problem is it looks like we've tried all the suggestions there and still can't get in working. Any help or suggestions greatly appreciated - I think another hour+ on hold to the support line will tip her over she must have spent over a dozen hours on calls at this point while also dealing with this hacking nonsense.
cheers