Forum Discussion

itwhiz's avatar
itwhiz
On our wavelength
2 months ago

Email password change

When are Virgin Media going to get their system working to allow you to change your Email account password. 

I do not mean the password to get into your VirginMediaO2 ID account but the option to administer your email accounts, and reset the password.

This all stemmed from my email account being hacked (recovery code being reset by a VM agent - which was not requested by myself ) and leading to my mobile being cloned by eSim, where the activation code gets sent to your email address.

A simple basic security requirement and VM cannot provide the facility to do this task. The old system before the O2 merger worked fine.

Does any one on here have a clue as to when the VM system will be working ?

 

 

16 Replies

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

    itwhiz​ The Virgin Media system is working and already allows one to change the email account password.

    Each email account has two passwords - one for use with VM webmail and one for use with email clients.  The VM webmail password is the same as the VMO2ID password for the account concerned (remember each email account has its own VMO2ID).

    To create an email app password or update an existing one you need to follow these steps:

    Sign into the My Virgin media account for the email concerned with your VMO2ID
    Select Account Settings
    Select Identity & Security Settings
    Select Manage your products
    Select Manage email app password
    Click on the blue button 'Get New Password'

    Make a note of the generated password.  This is what you use in the mail apps along with the vm email address as the username.

    • itwhiz's avatar
      itwhiz
      On our wavelength
      2 months ago

      It would be great to get to that page!

      I have tried from several browsers on several machine, clearing the cache, clean reloaded PC etc, Windows 10, 11, Linux, Android etc  to Manage my account by the exact method above, but everytime, and the same happened to a VM customer service agent, I get a screen that says ' Something went wrong please go back and try again'

       

       

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

        itwhiz​  I've asked the VM Forum Team to pick this up as it looks like an account specific issue.

  • itwhiz's avatar
    itwhiz
    On our wavelength
    2 months ago

    same problem here, my main BY address fails, but my other accounts work

  • itwhiz's avatar
    itwhiz
    On our wavelength
    2 months ago

    Well, after being told I'd have a resolution by Monday 3rd November, and now on holiday. Nobody has contacted by email(third party email) as they ;'VM'; were told I'd have no phone access, only WhatsApp and Email.

    I had another attempt by some a'hole trying to access my account last night 

    VM needs to get it's act together and get this sorted.

    After being a loyal customer for years ( ever since dialup) I feel like it might be time to consider switching to a different provider as I need something reliable.

     

  • itwhiz's avatar
    itwhiz
    On our wavelength
    2 months ago

    No it's VM rubbish new system after merging with O2

    I've not had access since 21/09 to change my email password since VM reset my recovery code for a hacker, they went on to spend £1300 of my money.

    Now on Oct 25th my main email address stopped and they can't recover it because BT administer emails they have to send a request to them first and they seem more useless than VM.

    I've had multiple excuses and with my attempts to get some definite answers and all I get is excuse after excuse.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      31 days ago

      Thanks for coming back to us here on the forums, itwhiz. The date you were given would have been an estimated time for the issues, and we apologise that we haven't been able to get your issues resolved. The team will be in touch as soon as they have any further updates.

      Kind Regards,

      Steven_L

  • itwhiz's avatar
    itwhiz
    On our wavelength
    10 days ago

    Similar problem - It tells me my credentials are incorrect. I've tried to change the password and get errors from this new VM02 ID system. 

    They can't solve it - on going since September. 

    An now I findout that blueyonder and ntlworld email addresses are being phased out !!

    Perhaps in their wisdom VM think people no longer use them !!!!!

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      9 days ago

      Hi itwhiz, 

      Thanks for coming back to us here. We understand the frustration and can only apologise for the wait. As this has been raised to IT, as soon as they update things, Steven will come back to you with that update. 

      As for phasing out ntlworld and blueyonder email addresses, this is not the case for existing Virgin Media customers. The only ones we are removing are those not associated with an active account. This is because the email service is only for existing customers. Whilst you remain a Virgin Media customer, rest assured, your email address will remain safe. 

      Apologies once again. 

      • itwhiz's avatar
        itwhiz
        On our wavelength
        8 days ago

        Question.

        If my email account is safe, then why through the VM02 ID system if I try to associate it I get the message 'Not a valid email address?

        It was the  Communications Ombudsman that informed me that VM are phasing out the blueyonder and ntlworld and that I need to move everything across to an universal account.

  • itwhiz's avatar
    itwhiz
    On our wavelength
    8 days ago

    For me the VM02 ID system does not work  -  when I try to manage my account i get an error message 'Something went wrong' Try again. 

    It's been like it for weeks. 

    Same as ajhill - my blueyonder email address is linked to my business.  Will VM pay for any late HMRC payments caused by them blocking my email address ?   Probably not!

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      8 days ago

      VM regard their email service as a free add-on to a residential broadband account. They don't give any guarantee of reliability, and certainly don't offer it for business use. You need to use something better for HMRC.