Forum Discussion

KenB4's avatar
KenB4
Joining in
6 months ago

Cannot get into primary account

I started with broadband in the NTLWorld era. At the time I could not get the email address that I want so used another.

Some time afterwards the email address I wanted came free and I grabbed it on a secondary account. The primary account sent VM mails to this address. My email client checked both addresses even though never anything on the original email account

Earlier this year moved to a new email client. This checked the email address on the secondary account but ignored the one on the primary account. Now I can get into My Virgin Media on the secondary account, but it does not show any billing data etc. However when I try using the primary account  it fails with account / password invalid (it is not!)

How do I get my old Primary account back? VM have not been very helpful!

As an aside, with moving to a third-party email address, I assume I have to use different email addresses for primary and secondary accounts.

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    Try the suggestion here from Graham_A in the bit about how to reset access to My VM on your primary account (last two para)

    https://community.virginmedia.com/t5/Email/How-do-I-change-get-my-virginmedia-email-password/m-p/5540428#M277818

    There have been quite a few mentions of these various reset/change processes not working or getting stuck in a loop (after which you need the VM forum team to assist).

    If you have to go through providing a third party email address, this has to be a unique one for each VM email address AIUI.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    6 months ago

    Hi KenB4 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're having and that you feel this way 😔

    Have you tried following the advice provided by goslow? 

    If after doing so you're still no further forward, please let us know at your earliest convenience.

    Regards,
    Daniel