Help! How to access account settings for secondary email address

Question

We have two 'ntlworld.com' email addresses that have always in the past been linked to our Virgin broadband/TV/phone account (that is still active) - one I use, one my wife uses.

When I log in with the new Virgin/O2 ID, my ntlworld email is linked to the account and I can access my inbox in a browser (the webmail), and I can see ways to manage that email address (e.g. generate app passwords).

However, my wife's ntlworld email is now not linked to my VMO2 ID and I can't see a way to add it.

My wife has registered for a Virgin/O2 ID using the 3rd party email address that she used to login with but there seems to be no way to link that to her ntlworld account through the options in the Virgin/O2 ID settings. The only option I can see is to transfer the VMO2 ID link from our broadband account to her VMO2 ID which would then mean I have the problem she currently has but on my ntlworld.com email address!

Is there a way that Virgin staff can link two ntlworld.com accounts to one Virgin broadband/TV/phone account? I have seen a few posts on here that seem to suggest people are still able to get e.g. app passwords for secondary accounts, but no clues as to how to access those settings.

(BTW: access to the secondary email inbox via Apple Mail and iPhone mail app is currently working, but my big concern is what if something goes wrong - we currently have no way of generating a new app password for that secondary email!)

Thanks in advance for any help you can provide. I tried the VM chat but the support staff seemed to not be able to understand what I was trying to ask.

paulelbro · Answer

I have the same issue. We have two 'ntlworld.com' email addresses that have always in the past been linked to our Virgin broadband/TV/phone account (that is still active). When I log in with the new Virgin/O2 ID, my ntlworld email is linked to the account and I can access my inbox in a browser (the webmail). My wife's ntlworld email is now not linked to her Virgin/O2 ID and there seems to be no way to link it through the options in the Virgin/O2 ID settings - unless I transfer the linking from my account to her which would then mean I have the problem she currently has.

Is there a way that Virgin staff can manually link two ntlworld.com accounts to one Virgin broadband/TV/phone account?

paulelbro · Answer

To be clear, my wife's ntlworld.com email address is still working when accessing the inbox via the Apple mail app and the iphone mail app, but I am concerned that if there is any password issue in the future, how would she manage an app password reset, for example?

Adduxi · Answer

You are correct in that there are no longer primary and secondary mailboxes.&nbsp; Every mailbox now needs a separate VMO2ID account.&nbsp; If you login with the other ntl email address it should prompt you to create a VMO2ID and there should be an option to "skip" the bit about linking to a VM account.

paulelbro · Answer

Thank you! To be clear, do you mean login to create a VMO2ID with the secondary ntlworld.com email address itself or with the third party email address that we used to use to log in to that ntlworld.com account (when Virgin first changed to using third party email addresses to login to it's email accounts a while ago)?&nbsp;

Graham_A · Answer

You need to use the third party email address unless you received an email from VM in June informing you that the username for the secondary account was reverting to the Ntlworld email address.&nbsp; This was the case for most additional email addresses.

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Help! How to access account settings for secondary email address

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