I agreed a new contract last week and all but my main email have stopped working. These are 3 secondary emails and all have the message “The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.”. logging into the individual email accounts just says ‘welcome *their name*’ then routes me to the inbox for the main account again.these emails are used by my children who now can’t log into things so are very upset. I was promised that nothing would change on my accounts so why have these emails disappeared? We need these emails back to even be able to change the log in emails for the accounts they are used on (eg Facebook sends an email to the old email address before it will let you use a new one). I did ask in your chat box but have not been answered.

There are no longer any “secondary” mailboxes. They are standalone and have to have a 3rd party email address. They can no longer be managed by the main account holder. So if you had a primary and 3 secondary, you will now need 4 3rd party emails to manage them. You use the 3rd party email to login via My VM, and the old address and new 4 word password when using “apps” e.g. any other email client such as Outlook

I’m sorry if I did not use the correct terminology, ‘secondary’ was a quick way of naming them as being separate to my main email, what should I call them then? I am well aware of them needing managing through their own log ins however how do I manage what seems not to exist anymore? As per my original message any attempt to use them results in the message I included that the credentials are wrong.This is since vm upgraded my package while promising me nothing else would change.

Okay, were these 3 other mail accounts setup alongside your main account? Or are these 3 separate mail accounts from some time ago? VM are currently purging old non paying mail accounts. It’s important to differentiate so you can get to the bottom of what’s going on.

Hello Anyoldconfusion Sorry to hear of the email access issues experienced, we appreciate you taking the time to raise this with us via the forums and welcome to the community. We're a little confused, can you confirm what you mean by 'upgrade' as usually changing the package doesn't impact the email addresses already on the account. Moving property or having a new account set up where they need to be moved may cause issues but a change in package shouldn't. We have help here for managing your email accounts that may help.

HelloUpgrade is the word your sales person used so if you don’t know what it means then I don’t either. My contract (of 15 years since inception, been with VM since you first laid cables in Luton as NTL though it doesn’t show as continuous due to the rep who set me up at this house doing it wrong and not transferring the old account 15 years ago) had expired so I went o to a new contract with a package upgrade, better broadband they said.You say changing package won’t impact emails and that is exactly what I expected, but it has. Those emails, which have been in use for years, were secondary emails on the same account when set up and are not inactive but they stopped working immediately after the package change. Actually at the time of package change everything stopped working, including my own VM email (the one that was the primary and log in email before the system change to 3rd party email log in) for half an hour or so but mine came back up, the other 3 didn’t. Your helps files don’t help, they just keep telling me to log in to the email counts but I can’t, every time I try I either just get routed to my email box where the other 3 are listed and have the error message I gave in my first post telling me to change the details or I get told the email addresses don’t exist.Since everything went off while your rep was still on the chat I asked questions about what was happening but did not get any answers, it seems since I’d agreed they just went ahead with changes and were ignoring me,i just want them back so I can change all the accounts that use VM emails to log ins to alternative email addresses that I control (on my own domains) so this cannot happen gain. It seems to be too much of a coincidence that they stopped working at the time of package change for that not to be the cause but even if it isn’t I need help getting into them because I have no idea what details need changing.

Emails not working after upgrade and new contract | Virgin Media Community

Anyoldconfusion
Joining in
7 days ago
I’ve just discovered that our TV channels have changed too, we no longer have any of the children’s to channels we had before, my daughter watches those channels. I was promised everything would stay the same except this increased broadband but that’s not what has happened. How do I get this sorted and make a complaint?
Adduxi
Very Insightful Person
12 days ago
There are no longer any “secondary” mailboxes. They are standalone and have to have a 3rd party email address. They can no longer be managed by the main account holder. So if you had a primary and 3 secondary, you will now need 4 3rd party emails to manage them. You use the 3rd party email to login via My VM, and the old address and new 4 word password when using “apps” e.g. any other email client such as Outlook
- Anyoldconfusion
  Joining in
  12 days ago
  I’m sorry if I did not use the correct terminology, ‘secondary’ was a quick way of naming them as being separate to my main email, what should I call them then?
  
  I am well aware of them needing managing through their own log ins however how do I manage what seems not to exist anymore? As per my original message any attempt to use them results in the message I included that the credentials are wrong.
  This is since vm upgraded my package while promising me nothing else would change.
  - Robert_P
    Forum Team
    10 days ago
    Hello Anyoldconfusion
    
    Sorry to hear of the email access issues experienced, we appreciate you taking the time to raise this with us via the forums and welcome to the community.
    
    We're a little confused, can you confirm what you mean by 'upgrade' as usually changing the package doesn't impact the email addresses already on the account. Moving property or having a new account set up where they need to be moved may cause issues but a change in package shouldn't.
    
    We have help here for managing your email accounts that may help.

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Emails not working after upgrade and new contract

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