How to verify identity on email account

lisajane40​  Each email account has its own associated My Virgin Media account.  So you need to sign out of the main account and then sign into the account that you need to change the password for.

The password reset process is done through the My Virgin Media account for the email address concerned not via the VM webmail interface.

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

Sign into the My Virgin media account https://www.virginmedia.com/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.  You then go back to the main account in webmail and change the password for the additional account that you have added to the webmail interface.  When you add additional accounts in this way VM webmail is acting like an email client/app and therefore needs the app password for the additional account.

Hi Graham, many thanks for your detailed response.  Unfortunately, I’m still stuck!

I signed out of my main VM account and signed into the account that I needed to change the password for, and by doing this changed my VMO2ID. 

So that seems to have worked. 

However, when I have gone to the manage email app password tab the email address shown is my original main email address and not the one that I need to generate a new password for.  I don’t think this is right?

If you have 3 email accounts, you should have 3 VMO2ID accounts to match.  As noted, every mailbox is now a separate entity and each one has two passwords.  One is for "My VM" / Webmail, and the other is a four word password for your email clients.

Many thanks graham and adduxi for all your help.  I have now managed to access my account.  The problem seems to have been that I had never created a separate VM02ID for the secondary email address, and once I had created this I could then access my account.