Can't reset password on secondary account

[deepagan]

Hello,

My daughter has a secondary email account (@virgin media.com). She has been happily using this for her college homework etc. Suddenly she is getting the prompt to put her password in. On both MacOs and iPhone mail app.I know it is correct as i saved it in case she forgot. I believe there is no security question setup on it so no option to reset. When this happened before i as the main account holder was able to reset in the console but now this option has gone. Any clues as to what to do as she is getting stressed about not getting emails from her tutors.

Thanks.

[Graham_A]

@deepagan  If there are no security answers set up then the only way to change the password now is to call customer service and select the option for technical issues> email or wait until a VM Forum Team staff member responds to this thread.

[deepagan]

Thanks for the quick reply graham, Just tried calling 150 but couldn't hear a relevant option, plus the battery on the house phone has died 🙄. I did try putting my security answer in in desperation but no go.I will hope someone gets in touch on here as i find the phone support pretty useless based on previous experience.

[Tom_W1]

Hi @deepagan thanks for your post here in the Community, although I'm sorry that you're having problems resetting a secondary email account password.

Please expect me to send you a PM so I can look into this further for you and get things sorted.

Kindly expect the PM from me to arrive shortly and respond directly when you can!
Many thanks

[deepagan]

Thanks Tom

[John_GS]

Hi deepagan

Thanks for joining me on PM and allowing me to sort this for you 🙂

If you do ever need anything, please pop us a post and we'll be more than happy to assist further

Best wishes

[deepagan]

Hi Tom, Seeing as you helped me last time, could you please help again ?. Same account same problem which the telephone support team have been useless on. I can log into the secondary account now on my computer (not with the password they set it to, though I could at first) on the recovery email I set up (Gmail). My partner whose account it is hasn't been able to get her emails for over 2 weeks now. She did get a large amount of spam before it stopped working claiming her account had been hacked and displaying a previous password that was part of a data breach from virgin. Please help its driving us nuts.

[Joseph_B · Accepted solution]

Hey @deepagan,

Sorry to hear this has been happening, I can see your currently in a private message with one of my colleagues, if you keep responding to them there, they will be able to assist further. 

Joe

[deepagan]

Thanks Joe.

[deepagan]

The support on here is outstanding. I with the phone and online support could be as efficient and friendly.