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jmp1963's avatar
jmp1963
On our wavelength
2 months ago

Lost access to sign in email account

Good evening,

After being made to change the email address I use to sign into my VM account to a non-VM one I chose an old email account that I'd had for years and infrequently used. Unfortunately due to a corrupt hard drive I've now lost my Thunderbird password manager and I can't for the life of me remember a password that I set up over twenty five years ago!

Now, every time I want to change anything on my account i.e. change the email address I use to sign in or sign in to Sky Sports on any device other than my Tivo box, it sends a code or link to my inaccessible email account.

Please help.

Thanks - JMP

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6 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey jmp1963, thank you for reaching out and we are so sorry to hear about your email issue.

    Before we do anything you've mentioned thunderbird, is this the password for your Virgin media account or your email address?

    Do let us know and we will look into this ASAP for you. 

    • jmp1963's avatar
      jmp1963
      On our wavelength
      2 months ago

      Hi Matthew, 

      It's the password for the email address. I no longer have an account with my previous ISP (I've been with Telewest, then Blueyonder and then VM for many many years) but still used my old ISPs free email service.

      I can't contact them as I'm not an account customer so my only option is to change the email address I use to log in to my VM account. I can't do that though because VM send codes and links to my inaccessible email account. 

      Thanks, John

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 months ago

        Okay jmp1963, sorry to hear this.

        So to confirm you cannot get into your account as its saying there is a password error? 

        When was the last time you accessed this?

  • jmp1963's avatar
    jmp1963
    On our wavelength
    2 months ago

    No, I can't sign into my account because  VM send a link or code to an email address that I can't sign into. I need to change the email address that is used to sign into the primary VM account.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 months ago

      Okay thank you, we're not able to change the email via the forums. 

      Please kindly call the team and they can assist. Please call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.