I have an additional email account set up for my son. He's locked out, but I can't reset the password anymore, which we used to be able to do. He's being asked for additional security info, but doesn't remember ever setting these up, so doesn't know the answers.
I can't find anyway of unlocking the account or anywhere to log this.
How can I get this resolved?
thanks
Secondary email accounts now have their own VM account
https://www.virginmedia.com/help/broadband/manage-email-account
That doesn't really help with this. I see it as an additional email on my account. Son has tried to resolve, but VM say they won't speak to him as it's my account not his, but I can't see a way of logging this anywhere
If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email
The numbers to ring are 150 free from a VM landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).
Alternatively wait for the VM Forum Team to respond to this thread and they will take you to a private message exchange to try and resolve this.
Forum TeamHello Cheesyfeet
Sorry to hear of the email access issues on the mailbox set up for your son, we understand the frustration and appreciate you taking the time to raise this via the forums.
We have support here for additional email addresses, can you let us know if these have helped resolve the issue or if you have spoken to the team.
Thanks for the link, unfortunately those don't work for my son. He's telling me if he tries to login on webmail, he just gets taken straight to https://www.virginmedia.com/help/virgin-media-mail-unavailable
I've not spoken to the team yet
Does your son now have his own MyVirginmedia account for his email account? That is now a requirement as detailed in the link posted earlier
jpeg1 wrote:Does your son now have his own MyVirginmedia account for his email account? That is now a requirement as detailed in the link posted earlier
That is a bit misleading as secondary email accounts have always had a separate My VM account. The recent change is that the primary account can no longer change the password for secondary accounts so that now has to be done via the secondary My VM account. The main issue occurring since that change is that often security answers for secondary accounts were not set by the account user. This requires intervention from VM to resolve as mentioned earlier in this thread.
Yes, this is exactly the issue here!
I have a related issue. Many years ago, when I started with what is now VM, I set up two email addresses on my account; one for me and one for my wife. I am now in the position of having to re-instal my emails in Outlook (MS365), following a computer issue. Unfortunately, the password I have saved for this subsidiary email no longer works.
I have looked at the help page linked in one of the replies above but that tells me that each email now has it's own login with VM. As I have never had to do anything with this subsidiary address until now, that email address does not have it's own login details. I am stuck and becoming increasingly dissatisfied with VM, as there doesn't seem to be any easy way to get clear instructions or guidance.
Forum TeamHi Garry-O thanks for posting and welcome back to our community.
Sorry to hear you're unable to access the secondary email address on your account. And for any inconvenience this may be causing. Does this mean you're unable to access via our website also? And has previous advice by our community (on this thread) not helped with your issue?
Regards
Lee_R
Hi Lee_R and thanks for responding. I cannot access the emails on the subsidiary email account at all. All of the previous advice points to logging in with the details for that account which, of course, I don't have. Everything was originally set up just under the one account and there are no separate logins for the other email address.
Forum TeamHi Garry-O, thank you for your response.
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
