Forum Discussion

Anonymous's avatar
Anonymous
2 months ago

Trouble resetting password on old account

Hi,

I originally had an account setup many years ago which was the secondary account of the main account holder. I have since been trying to reset the password on this. However, I am met with 'You can’t reset your password online right now, as you don’t have additional details set up on your account'.

I really need access to the account. Please can anybody help?

Thanks.

account
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resetpassword
  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 months ago

    The VM Forum Team staff should be able to help you with this when they reach this thread in due course.  Is the main account still open and linked to your current VM broadband account?

    • Anonymous's avatar
      Anonymous
      2 months ago

      Yes, the main account is still open. I'm new to this forum, how do I know whether the messenger is an authorised staff member and not a public member? Thanks

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 months ago

        Staff members have the VM logo as their profile picture and a rank of Forum Team.  The VIP rank denotes a small number of community members with additional access to VM Staff 

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    2 months ago

    Hi Anonymous thanks for your post here in the Community although we're sorry you're having issues with your secondary email account.

    Can you confirm two things, is the account linked to an active Virgin Media account with our services, or have the services been disconnected? 

    Additionally this seems to be implied, but if active (or inactive even), are you the account holder on the account or is it registered under someone else's name?

    If so we'd need the account holder of the associated main account to contact us here.

    Many thanks

    • Anonymous's avatar
      Anonymous
      2 months ago

      Hi,

      The account is linked to an active VM account. I'm not the account holder on the main account, so do I need them to post in the forum also? If so, how do I word this on a new forum so a member of VM understands what I would like to do. 

      Thanks

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Thanks for coming back to us JellyTot12. If the account holder gets in touch with us, ask them to post on this thread and we can carry on from here. There wouldn't be much explaining for them to do as we'd just follow the thread for all the information and help further.

        Kind Regards,

        Steven_L