Forum Discussion

7dials's avatar
7dials
Tuning in
2 years ago

Accessing secondary email via webmail

Hi, I have an ntlworld email address and a virginmedia one, which is secondary on the account but is the one I mainly use. I've lost track of the password, so I don't have webmail access to it. I do have access to the ntlworld one via VM signin.

Is it possible to reset the password for this email address alone, using the 'forgot password' link, or would I have to reset the main VM signin password as well?

I had to do that after VM blocked access for 'security' reasons, or something, and my heart sinks at the thought of having to go through it all again ...

Many thanks.

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

    Provided that security answers have been set for the secondary email address you should be able to reset it via the Forgotten password route.  Make sure that you are signed out of the other account before trying.  Then on the sign in page enter the secondary email address and click on forgotten password link and follow the process set out.

    • 7dials's avatar
      7dials
      Tuning in
      12 months ago

      Thanks Graham, I did try to do that, but wasn't able to provide a required security detail, which I suspect I never registered. I followed the advice to phone VM, but when I finally got through, the call agent wasn't able to fix it either. He passed it on to the EMS team and told me they should have dealt with the problem by the end of this week.

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    12 months ago

    Hi 7dials,

    Thanks for your post and welcome back to the community.

    Sincere apologies for being unable to gain access to your secondary email, just to gain a further update have you been able to rectify this with the advice from Graham_A?

    Let us know,

    • 7dials's avatar
      7dials
      Tuning in
      12 months ago

      No, I haven't. I got a text saying the issue had been fixed, so I tried the reset procedure that @Graham_A advised above. Same result as when I tried it in the first place: 'memorable place' requested, I'm unable to provide it (and strongly suspected I never registered one), told to sign in with main account sign-in email address ... and that gave me a link to reset the main account password. Which is precisely what I wanted to avoid – and which I now doubt would actually solve the problem I've wasted hours trying to fix.

      • Zoie_P's avatar
        Zoie_P
        Forum Team (Retired)
        12 months ago

        Hi 7dials 👋,
        Thank you for your post and I am so sorry to hear you are still having issues with your secondary email. I can take a look into this for you to see what is going on, I will pop you over a PM to get some details, just keep an eye out for the little envelope 👀📩
        Thanks,

        Zoie