Hi MalcL 👋 welcome back to the community! Thank you for posting.
Sorry to hear about these issues with your secondary email account, and your experience in getting support for them.
In the first instance, please ensure you have an active My Virgin Media account 👉 virg.in/myVM set up for each email address you want access to. (In this case your secondary email account.) This is to ensure that you are able to generate 3rd party app passwords to use the email in Clientmail apps such as 'outlook', 'Thunderbird' or 'Applemail'. Once you have access to the My VM account, please generate a 3rd Party apps password via Account settings > Virgin media Mail settings > Generate new App password.
If you don't have a My VM account set up for the email address - please set one up. You can do this on the login page by registering. You can find more information about managing your account via My VM here 👉 https://www.virginmedia.com/help/billing-and-payments/manage-my-account - including instructions on managing your accounts (checking for any Administrative users and secondary My VM users). Please also ensure as part of this process that you have the correct contact email set up for each account.
If the team advised that an IT ticket is needed to clear the issue then sadly we would need to wait for this to be worked and can sadly not expedite this process. The estimated fix date/time is estimated, and so this may be resolved ahead of schedule. However if the works surpass the estimated fix time/date we can then escalate the ticket for you.
Let us know how you get on with these steps and we can offer further support if needed!
Wishing you all the best. 🌞
Molly
