Secondary email account - imap/smtp failure

[gruvon]

I have 3 email accounts with Virgin Media, the original blueyonder account where my bills go, and two sub accounts - one of which is my wife's main email.

Managing these via the website has become increasingly difficult.

Crucially my wife's' email which we only had access to via IMAP has now stopped working

I need Virgin Media staff to fix this for us, as previous dealing with the phone helplines have simply added to the confusion. We are paying a lot of money for a service that has gradually been getting worse.

If experienced community people with lots of Kudos could kick this up the chain that would be good. 

Gordon

[David_Bn]

Thanks for reaching out to us @gruvon, and a very warm welcome to our Community Forums, and we're sorry to hear of the issue with the availability of the secondary E-Mail account on a 3rd party client.

It may be worth reviewing our online literature for further assistance on how to manage the trouble E-Mail account.

Thanks

David_Bn

[jpeg1]

Also, since you said that your bills go to your blueyonder account, you will need to change this because VM now require a non VM email address. 

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

[Graham_A]

"Also, since you said that your bills go to your blueyonder account, you will need to change this because VM now require a non VM email address.  "

This is not the case, whilst sign in usernames are being changed to non VM email addresses there is no reason for the billing email address to be changed away from a VM one.

[jpeg1 · Accepted solution]

So the contact email can be is different to the billing email? It seems strange to have two different addresses for VM to use. 

Thanks for the correction. 'Every day is a learning day'. 

[Graham_A]

VM don't use the third party email address other than as the account username and the address where verification codes are sent for password changes.  The contract email address can be any address that the customer chooses.

[gruvon]

This issue is now resolved. Thank you all for the advice. I hesitate to mention 

https://netreport.virginmedia.com/netreport

but I did also submit a report there. The advice is contradictory - don't ask for tech support there, but do let them know if you can't send email. It may be worth doing that if you think your email has been hacked.

As it turned out the Apple Email client did eventually tell us the email account was locked, so at least we had confirmation that it still existed. I did worry that it had been orphaned as some time ago both the sub accounts disappeared off of the main My Virgin media account info for the household broadband.

The usernames for the accounts are all now external email addresses anyway and these are now in under the account management but they don't mention which internal virginmedia email addresses they link to. In fact the sub account page doesn't mention the ability of sub accounts to have legacy email boxes at all.

As a former unix sysadmin I object strongly to the use of strings of letters that look like email addresses for account usernames. I've lost count of the number of times I've had to say - this isn't an email address, it's just a label - because the email account in question died decades ago. 

Good luck to the Moderator Team

Gordon