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MarkD2's avatar
MarkD2
Joining in
2 months ago

New Passwords For Email Do Not Work

Hi

I've been in touch with the VM support team a couple of times to change the password to an old (secondary) ntlworld email account, which I'm aware is now an email account in its own right.

I cannot do this myself as the original password no longer gives me access to change anything

On both occasions they have told me the password has changed but despite waiting the suggested 4 hours - neither have worked

Before I try and contact someone again - has anyone else had this issue.

Thanks

4 Replies

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hello MarkD2

     

    Sorry to hear of the email access issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    To reset the password for the email address, please follow these steps if possible:

    • Sign in to My Virgin Media
    • Go to Account settings, then Account details
    • Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    • Then, under Virgin Media Mail app password tap Get password
    • Continue the flow and a new secure password will be generated, and the mailbox unlocked
    • Update any third-party apps that may be use to access your Virgin Media Mail emails with this new  app password.

    • MarkD2's avatar
      MarkD2
      Joining in
      2 months ago

      Hi Robert_P

      Thanks for the reply

      Unfortunately this only allows me to change the details of the email I used to sign in with and as I don't have a working password for the account in question I can't sign in using it.

      I can only change the details of the original primary email account

      As far as I can see the only options regarding managing secondary accounts is to delete them

      I don't mind contacting the VM team again but I don't understand why, when the password has apparently been changed, it's incorrect when you try to use it.

      Thanks

       

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hi MarkD2, 

        Thanks for coming back to us on this one. I think it would be best for us to take a look to see what we can do to help you further on this one. I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks,