Changing my secondary email password results in password not recognised

Question

Phone up helpdesk to reset the password on my secondary email account

Logon to secondary account via username = associated third party email and use password provided by helpdesk

Success

Change password. (recorded in password manager)

Receive verification code to associated third party email to confirm

Receive email to associated third party email “You've successfully changed your security details"

Logon to secondary account via username = associated third party email and use changed password

Password not accepted

Phone up helpdesk to reset the password on my secondary email account

Logon to secondary account via username = associated third party email and use password provided by helpdesk

Success

Change password. (recorded in password manager)

Receive verification code to associated third party email to confirm

Receive email to associated third party email “You've successfully changed your security details"

Logon to secondary account via username = associated third party email and use changed password

Password not accepted

Use link to reset password and enter in associated third party email

Error associated third party email not recognised

How can I reset my password to one of my choice?

Adduxi · Answer

Just a thought - is your password too complex for the VM system?&nbsp; It has happened before from memory.

Vikki_M · Answer

Hi Rufus10,
Thanks for your post and welcome to our community.
We're sorry to hear you're having some issues changing your email password.
Just to clarify please, when making the request to update the password, are you receiving a verification email to the third party email address?
Please pop back to us when you can.&nbsp;

Rufus10 · Answer

This has been sorted since the latest upgrade. I can now reset the password on the secondary account.&nbsp; However there is no access to changing the application password on the secondary account without moving the virgin id from the primary to the secondary account.

Adduxi · Answer

Yes it looks like the developers didn’t take secondary emails etc. into consideration? &nbsp;I’m guessing the older emails with 2,3,4 or more “secondary” accounts has thrown a spanner in the works?

Graham_A · Answer

This has been sorted since the latest upgrade. I can now reset the password on the secondary account. However there is no access to changing the application password on the secondary account without moving the virgin id from the primary to the secondary account.

The application password for secondary accounts is changed by following the same process as with the primary account. Sign into the secondary My Virgin Media account with the VMO2 ID for the secondary account and Select Account Settings, Select Identity & Security Settings, Select Manage your products, Select Manage email app password, Click on the blue button 'Get New Password'.

The only difference between the primary and the secondary accounts is that for secondary accounts in the Manage your products section there is an additional section headed Virgin Media Mail account.

Adduxi I have had no issues with the new sign in system and processes with my secondary accounts, some of which have existed for 20 odd years.

Forum Discussion

Changing my secondary email password results in password not recognised

6 Replies

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