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huwalun's avatar
huwalun
Joining in
8 months ago

Changing E-mail Passwords

I have several e-mail accounts with Virgin Media including the very old NTL World accounts and I cannot change passwords online for any of them. This is the second time in a year that I have tried to do this and can only do it with support from the tech team which take 48 hours to get back to me. The ordinary customer support can't help me as they see the same as me on my virgin media account which only allows me (or them) to generate a new app password for the primary account or simply to delete the various e-mail addresses. It's a shocking system, and wondered if there was a workaround. I'm stick in the usual virgin media doom loop! Help!!! 

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

    huwalun Each email address now has its own My VM account

    Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.
    First sign out of any VM account that you may already be signed into the sign into the secondary account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.
    If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password
    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

    • huwalun's avatar
      huwalun
      Joining in
      8 months ago

      Thanks for your reply but none of the above is relevant. Not even the customer support agent at VM was able to do the above in my account whilst on the phone with them, hence why I have been referred again for the second time in a year to the technical team. I have full access to my e-mail addresses, and I can manage them only by deleting them, but I cannot do anything else such as changing passwords. Massively frustrating, clunky and unhelpful company. I have to await 48 hours from a call from the tech team. I used to be able to do this with no problem at all, but the options are simply not there for me. I did however retry with your guidance above to no avail.   

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

        Sorry to read this.  What actually happens when you try to sign into the My Virgin media account for the secondary address?  What error message does it show?