Forum Discussion

markfranklin's avatar
markfranklin
On our wavelength
6 months ago

Cannot log in to e-mail (Secondary Accounts)

Hi all

With apologies for this.  I have read a few other threads connected to this topic, but having looked at the discussions I still cannot work out what to do.  I am hoping some kind soul may be able to help.

I have a "primary" e-mail account which is an ntlworld address - although as of about a year or so ago, I have had to log in using a different e-mail address for the Username (I use a gmail one).

We have numerous other e-mail addresses on this account, e.g. my wife has one, my daughter has one, etc.

Previously, to access our webmail, we logged in using our individual Username / Password and got to see our own e-mail boxes.  My login showed extra details such as my bills, etc.

Just recently, when trying to log in, I was directed to create a new "O2 / Virgin" login.  It was a painful and overly complicated process, but I got there in the end, and I can now successfully log in as before and see my e-mails.

However, when my wife tried to log in to see her e-mails, she was met by the same screen telling her she needed to create a new "O2 / Virgin" login.  She got a few steps in to this process, and it became clear it was trying to over-write my details and link hers as the main account login, which is not what we want, so we backed out.

Is there any relatively pain-free method of accomplishing what we want here?  I.e. to get to where we were before - a separate login for each of us, so we can each log in and see our own e-mails?

Thanks in anticipation.

19 Replies

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  • Daniel_Et's avatar
    Daniel_Et
    Forum Team (Retired)
    6 months ago

    Hi markfranklin, thank you for your post.

    We're sorry to hear about the problem you're having 😔

    Just to confirm, what step was your wife able to get up to exactly when she tried signing in to her e-mail address?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

  • markfranklin's avatar
    markfranklin
    On our wavelength
    6 months ago

    Hi Daniel

    This is exactly the same issue as has been described on a number of different threads.

    User with secondary e-mail tries to log in to check their e-mails using Web Mail.  However, upon entering the old Virgin username and password, user is asked to set up a new O2/Virgin login.  During the process of doing this, it forces the user to make the new login linked to the main Virgin account, which is NOT desired.

    There are no other methods available, so currently all of our 9 additional e-mail boxes cannot be logged in to.

    • Demogorgon's avatar
      Demogorgon
      Up to speed
      6 months ago
      markfranklin wrote:

      During the process of doing this, it forces the user to make the new login linked to the main Virgin account, which is NOT desired.

      You do not have to link the remaining 9 emails, only one account.... whichever one you consider the main account, needs to be linked. When the page comes up that offers you to link to VM or O2 accounts, you should have the option to skip.

       

    • Vikki_M's avatar
      Vikki_M
      Forum Team (Retired)
      6 months ago

      Hi markfranklin,

      Thanks for your response.

      Has the advise from the community here resolved the issue for you?

      Please pop back to us when you can. 

  • markfranklin's avatar
    markfranklin
    On our wavelength
    6 months ago

    Sorry for the delay.  Sadly the above step did not work.

    We get to this step and click on "SKIP" as shown above.

    Then the following appears:

     

    We do NOT want to link Virgin Media account, as this is a secondary e-mail.

    If I click on "Go to ID and Security settings" there are no options to do anything which would help.

    Are there any other steps we can try?

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      6 months ago

      Hi markfranklin 

      Thanks for coming back to us. Can you ensure when she tries logging in, that no other email accounts are open at the same time on the device?

      Best wishes.

  • markfranklin's avatar
    markfranklin
    On our wavelength
    6 months ago

    Hi John and thank you for the reply.

    The device we are using is a Windows PC, and I can confirm that we are definitely logged out of any other e-mail accounts.

  • markfranklin's avatar
    markfranklin
    On our wavelength
    6 months ago

    Hi Martin, yes, that is the link being used.

    We have just repeated the process again and the same things happen as shown above.

    If you could advise what to do next, that would be greatly appreciated.

    Kind regards

  • markfranklin's avatar
    markfranklin
    On our wavelength
    5 months ago

    Hi team

    I wondered if there was any update on this issue?

    We still cannot access any of our secondary mailboxes, and my daughter has been sent some documents from a hospital that we can't get to.

    Any clues would be so gratefully received.

    Mark

    • Carley_S's avatar
      Carley_S
      Forum Team (Retired)
      5 months ago

      Hi markfranklin 

      Sorry to hear this is still ongoing for you. 
      You would need to complete the Virgin Media O2 ID setup with the preferred email to link. After you have linked the first email to the account, you will not be asked to link again when accessing the secondary email.
      You would be unable to continue accessing the mailboxes or your Virgin Media online account until this setup has been completed. 

      Please let us know if you have any other issues once you've completed the Virgin Media O2 ID setup by linking the account. 

  • markfranklin's avatar
    markfranklin
    On our wavelength
    5 months ago

    Hi Carley and thank you for the note.

    My main (preferred) e-mail has been set up to be linked to the VM O2 account already (this was done months ago).

    However, when we then try to access one of the secondary e-mails, it keeps prompting for the linking to VM O2 account.

    If I go down the option of choosing to link one of the secondary e-mails, it tells me it will replace the existing one (which I don't want to do).

    Please could you kindly advise me on what to do next?

     

    • coenoby's avatar
      coenoby
      Very Insightful Person
      5 months ago

      markfranklin​ 

      The thing is that for all practical purposes, when it comes to signing into VM email accounts the old concept of 'Primary' and 'Secondary' email accounts is redundant.   It has been for  quite while to be honest. Every 'Secondary' VM email account has had its own My Virgin Media account for several years. 

      The recent changes VM have made mean that ALL VM email accounts now need their own unique VM02 ID.  That applies whether they were originally Primary or Secondary accounts. 

      The key thing is that the VM02 ID for a 'Secondary' VM account needs to link to that "Secondary" VM email account.... NOT to the  "Primary" email account.  

      Here's a recent post from Graham_A​ , another VIP poster,  which I think does a great job of explaining  the process you need to follow to set up a VM02 ID for each of your former 'secondary' VM email accounts. 

      Passwords for my other NTLWorld email accounts | Virgin Media Community - 5672073 

      I hope you find it helpful.

      Coenoby

  • markfranklin's avatar
    markfranklin
    On our wavelength
    5 months ago

    Hi Coenoby and thank you for the guidance there.

    Sadly, we still can't get this to work:

    1. We try to log in to my wife's e-mail using the logon reference (which was changed a long time ago to be a gmail e-mail address) and the existing password.
    2. It then brings up a screen which says "You have to link this to a VM O2 ID".
    3. On the next screen, it asks for our VM Account Number and Area Code, which we key in.
    4. The next screen says that this VM Account is already linked to a different e-mail address (which is correct, that is my one).
    5. Then, it only gives the option to un-link my address and replace it with my wife's, which we don't want to do.

    If you could kindly let me know how to get round this, I'd be extremely grateful.

    Mark

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

      markfranklin Do you recall receiving an email in June informing you that the username on your wife's account would revert back to the original Ntlworld email address?  This change was made for most 'secondary' accounts.  If so have you tried logging in with the original email address rather than the Gmail address?  If the change did apply to your wife's account this should then pick up her email account without going through the account number process.

  • markfranklin's avatar
    markfranklin
    On our wavelength
    4 months ago

    Hi Gareth and Graham

    This is terrific news - thank you, it has worked.  We trawled through and could not find any communications about the reverting back to the original VM e-mail address as the login name, which clearly seems to have been the issue here.

    Thank you most sincerely for helping us - we are truly grateful.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 months ago

      Thanks for coming back to us, markfranklin, and it's great to hear that your issues have been resolved now. Additionally, if you have any issues or questions now or in the future, please don't hesitate to let us know here, and we'll be happy to assist you.
      Kind Regards,

      Steven_L