Forum Discussion

River_Ripple's avatar
River_Ripple
Settling in
29 days ago

Issues with Subsidiary Email Account and O2 ID

Hello. 

I'm having trouble accessing my email address in a situation similarly but not entirely like what happened in the post by UsingBlueyonder.

I have a subsidiary email address. It's linked to my father's Virgin Media account. My subsidiary email address was made years ago, back when they ended with ntlworld. I've had on-and-off issues with accessing it for years, but each time, they get temporarily resolved. 

I had one of these issues back around April. It was solved through a series of phone calls resulting in my subsidiary ntlworld email address becoming accessible through logging into Virgin Media with a Gmail account and the associated Gmail password. 

In June, Virgin Media sent me an email saying that they were going to change how I log in. They said to use my Virgin Media email address and my current password.

I've now been forcibly logged out of Virgin Media and requested to make an O2 ID.  I tried my ntlworld address and my Gmail password and it didn't work. I tried my Gmail address and Gmail password and it sent me to make an O2 ID. During this, it requested the account information - account number, location, and surname - of our Virgin Media account. 

I filled this in, and it has located an email associated with this Virgin Media account that is not the one I was trying to log in with - namely, my father's email address, which is the primary address I mentioned previously. 

At this point, hopefully like in the post linked above, it has asked me something about a transfer. 

Please, could somebody explain to me as if I am incredibly poor at understanding things, how to proceed? 

Does it seem as if I am following these instructions correctly? Or am I about to make a random O2 ID and link it to our Virgin Media account, leaving my subsidiary email address in a state of continued inaccessibility?

Do I proceed with this ominous "transfer"? Will this somehow combine mine and my father's email addresses into one franken address that ruins both of our lives simultaneously? Is this "transfer" what the OP of the post I linked did, which seemed to work, or did they do something else which I have been unable to isolate in the instructions given to them? 

I am sorry for the novel length question. I am beside myself with misery and am due for an important email within 24 hours. 

Thanks in advance for any help.

 

email

10 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    29 days ago

    Does it seem as if I am following these instructions correctly? Or am I about to make a random O2 ID and link it to our Virgin Media account, leaving my subsidiary email address in a state of continued inaccessibility?

    The transfer process you outline is not what you should do, all that will achieve is transfer the VMO2ID of your father's account to your gmail address.

    You need to go back to the sign in page and enter your ntlworld email address, as advised in the June email, together with your VM account password - not your gmail password.  That should then allow you to proceed through the VMO2ID process for your ntlworld email address.

    • River_Ripple's avatar
      River_Ripple
      Settling in
      29 days ago

      Thank you so much for looking at this and replying. I'm afraid that I've just tried the ntlworld email address with the password for the main VM account that I am a subsidiary of, and it unfortunately said that my password wasn't verified. 

      I've tried to go through 'Forgot your password?' as well, but this account has had a recurring issue where the security question is glitched out and won't accept the answer. 

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        28 days ago

        Hi River_Ripple 

        Thanks for posting and welcome to the community. Sorry for the email issue. 

        We'd need to speak to the account holder for this. Are you able to get your Father to post on our Forums, on this thread? 

        Best wishes.

  • greebo1's avatar
    greebo1
    Joining in
    27 days ago

    Hello @John_GS

    I am River_Ripple's mum, I am the account holder, and if you could take me through this process in easily explained steps it would be very helpful. 

    Thank you in advance for your help.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      26 days ago

      Hello Greebo1.

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. We do have online help for all customers here. Please scroll down to the third section and that may help to resolve your issues. If not, please come back to us here and we'll be happy to help further. We may also need to go to a private message conversation to check for any problems on individual accounts that could be causing the issues.

      In basic terms, any secondary email accounts will need a 3rd party email address, Gmail etc, as the username when you log in here 

      Gareth_L

      • greebo1's avatar
        greebo1
        Joining in
        19 days ago

        Hello Gareth_L

        Thanks for the links you sent, I've taken a look and unfortunately this has not helped. I've tried signing in with the subsidiary email's Gmail address, as well as with it's ntl world address, we still cannot access the subsidiary emails. 

        Please let me know what we can do to gain access to this email account, as this is the second time this year we have been shut out from it. 

        Thank you in advance for your assistance.