Forum Discussion

Reg5T's avatar
Reg5T
Settling in
23 days ago

Cannot access secondary email account?

Hello, 

Since yesterday, I'm unable to log in to a secondary email account due to updated password rules. 

But I cannot update the password as...

'You can't reset your password online right now, as you don't have additional details setup on your account'

Tried calling but everyone's busy.

Any help please...

 

 

6 Replies

  • coenoby's avatar
    coenoby
    Very Insightful Person

    Reg5T​ 

    "You can't reset your password online right now, as you don't have additional details setup on your account'"

    That sounds as if you were going down the "Forgotten password" route;

    Assuming that you know the existing password it would be worth trying this route:

    • sign into the "My Virgin Media" account for the secondary email account. Enter that secondary email address into here https://www.virginmedia.com/my-virgin-media   and then enter its current password when prompted.
    • Then click on the "Account settings" tab, then the "My Virgin Media Account details" tab. Then scroll down the account details page to the SIgn In details section
    • you will see "Password"  and you need to click on "Edit" on the right had side and follow the instructions,

    Unfortunately, VM now insists that you have to use a non VM email address as the Username to access your VM email account so you will then be taken through that process. Once you have specified the non VM email account to use to sign into your secondary email address, VM will then send a verification email to that non VM account.

    If you are accessing the account via an email app or client (rather then via the VM webmail account) you will also need to generate a Mail app password for that account in the MVM account but the prompts should take you through that.  You will then to specify that Mail app password in the settings of any email app or client that you use.

    Try it and see how you get on.

    Coenoby

  • Reg5T's avatar
    Reg5T
    Settling in

    Hello Coenoby thanks for replying.

    Unfortunately I cannot get as far to put in my password. After entering my email address ( which is a @virginmedia.com address) on clicking continue I get a page with

    'Update your password' 

    We've updated our password rules to make signing in even safer.

    To sign in please change your password to one that follows the new rules.

    ( with an active link to reset my password ) but once I've filled my email address on that it then directs me to a page with the 'Contact us' and

    "You can't reset your password online right now, as you don't have additional details setup on your account'"

    I did try to change the password via the primary account but that doesn't allow me to. (thought it was worth a try)

    any ideas ? thanks,

    • Graham_A's avatar
      Graham_A
      Very Insightful Person

      You will need to wait for the VM Forum Team to reach this thread.  They should be able to help you pass security via a private message exchange.  You will then be able to set the necessary additional details to allow you to change the password in the future.

    • coenoby's avatar
      coenoby
      Very Insightful Person

      Reg5T​

      "any ideas ?

      The only thing is to check whether you entering the problem VM email address into this link when you try to change the password?

      https://www.virginmedia.com/my-virgin-media

      That is the link to the My Virgin Media  Account (MVM) for the email address. The option to change the password is in the email account's MVM account not the Webmail account. 

      If you cannot access the email account's MVM account then, as Graham_A has said, you need to wait for one of the Forum Team to contact you.

      Coenoby

  • Reg5T's avatar
    Reg5T
    Settling in

    Hello, 

     Thanks Coenoby and Graham_A for the replies and advice.  But I cant seem to get things working.  I've only ever used or needed the @virginmedia.com password to gain access. I've tried a number of options to no avail, i'll keep trying though.

    think ill have to await a VM forum team

    thanks

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team

      Hi Reg5T,

      Thanks for posting and welcome to our community 😊

      Sorry to hear you're having some issues signing into your email account, so I can help I've popped you over a private message.

      Alex_Rm