Can't access Virgin media webspace (was Blueyonder) - Advice please

honeyrose · 21-10-2007, 14:12

We used to be Telewest/Blueyonder customers and are now Virgin customers (having been passed on to Virgin with the latest takeover). When we were Telewest/Blueyonder we set up a small database on our BY web space. We have not used it for some time but now need to activate it again. (I know also that it is still there as I can access it to look at). But I can't get in to update it. I have logged onto Virgin self care and got as far as the upload screen but then it rejects my login says id or password is invalid.

I spoke to Virgin help desk at length and spent Ãƒâ€šÃ‚Â£5 (at 25p per minute) confirming I am using the correct id and password (my old Blueyonder one). I even dowloaded the Virgin Terrapin ftp to do the upload but it just won't let me in. I do see that the Virgin webspace access now seems to be via an NTL routine and wonder if there is some incompatibility with the old Telewest Blue Yonder access route. Before I spend yet more time on the phone to Virgin at 25p per minute, (and of course they only supply Terrapin ftp they don't support it) has anyone got any ideas what might be the underlying problem.

(Before you ask, I am logging in from my home PC, I have plenty of spare capacity on the old web site and Virgin have confirmed I am using correct id and password. Incidentally although the blueyonder email id is a valid one, I don't use it for everyday email.)

So I think it must be asoftware issue. Help anyone?

(I have also posted this on the Broadband thread in case anyone browsing there has any ideas,)

Stuart · 21-10-2007, 14:57

Please don't post the same problem in multiple forums. I have deleted your other thread.

v0id · 21-10-2007, 15:23

ftp://ftp.pwp.blueyonder.co.uk

honeyrose · 24-10-2007, 13:28

Just to let anyone who might be interested know that I have solved my problem accessing my Virgin media webspace. I was a Blueyonder Telewest customer originally and I knew I had two blueyonder email accounts in the past, but I don't use them. Haven't forever.

But I found out on the Virgin self care site that I needed to use my original Blueyonder email id(s) to access my Virgin PWP (personal web pages). So I got Virgin Tech support to reset the passwords for these just in case they had expired. But I still couldn't get into my webspace. There were, as there usually are, several reasons for this.

First of all, it turned out, that in the past I had set up a small one page web on Blueyonder, which I had forgotten about, but it was still there and was now occupying my Virgin PWP (personal space web) allocation. So I couldn't open a new web as I already had one. So I tried to open this using my Blueyonder email id and new password. I still couldn't get into it.

Then I discovered, after searching in Virgin Self care, that I had historically created my original BY website using my second email id not the first, so I couldn't access it with the first. So using the second email id I renamed the website space (PWP) www.<newname>.pwp.blueyonder.co.uk. I then deleted the second email address and aliases (I can always create another one in future).

But I still couldn't access my renamed PWP until I fixed two more things. I am using Frontpage 2000 and I next found out that there is a known security issue with Front Page 2000. There is a fix. MS reference is 813522. I fixed it.

But I still couldn't get into the renamed PWP even using the first email id and aliases. Then it clicked. I deleted all the aliases associated with the first email address and created a new alias called <newname>which is the same as the <newname> of the renamed webspace and tried acessing my PWP using that. Bingo. Now it works.....

Who would have thought it could be so difficult just to access and update a website?. Incidentally parts of the Virgin Self care information are so technical and complex they are incomprehensible to anyone except to a webmaster or someone with a degree in IT.