Forum Discussion

mcol's avatar
mcol
Joining in
2 years ago
Solved

Reset of secondary email password

Looking for support on resetting a secondary email password. Can't reset from my account anymore and previous posts on here suggest they've been sorted via pm

  • Graham_A's avatar
    Graham_A
    2 years ago

    mcol Sign out of your primary account and then follow the rest of this post.

    Each email address now has its own My VM account

    Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

    Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

    If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

    If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

19 Replies

  • colinRG's avatar
    colinRG
    Tuning in
    2 days ago

    Hi, i'm also getting issues with logging into my secondary email account, I have a secondary account and and additional one for my wife that i cannot get into, they are both.virginmedia.com accounts,, i can get into my primary account, that is still blueyonder, I can also receive emails through my email program for the accounts but when i try to sign into them on virgin i get the incorrect password or email message, if they are fine to access email downloads in my email client program on my computer, then the login details should be correct,, anyone help please.

    • radier_101's avatar
      radier_101
      Dialled in
      23 hours ago

      Hi it took me ages to sort out a similar problem this week on my @virginmedia.com account. The answer is to use another non-virgin email account such as Gmail as your Virgin Media username. But as you can't log in to change it you will need to ring the helpdesk and ask to speak to the Webteam to sort it all out. Looks like VM have tightened the security on some accounts.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        23 hours ago

        I would suggest now you have access to all your VM mailboxes. to migrate them to another non ISP tied mailserver.  For example, GMail, Outlook etc.  It may be an absolute pain to do, but will be worth it.

  • radier_101's avatar
    radier_101
    Dialled in
    2 days ago

    Yes that worked perfectly. I can now access my emails using the Outlook App on my phone. Thanks.

  • radier_101's avatar
    radier_101
    Dialled in
    5 days ago

    I'm having a problem now accessing my secondary @virginmedia.com account (from yesterday). Can't log in to access e-mails via my phone. It doesn't recognise my password which I know is correct. Also, I can't reset it via My Account as I don't think there's any security information set as it's a secondary account. Can someone help please as I'm using this account as my main e-mail address and I urgently need to access my e-mails. I did ring the helpdesk this morning but they said it would take up to 5 working days for tech support to look at it!

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      4 days ago

      Hi radier_101,

      Thanks for your post and welcome to our community.

      We're sorry to hear you've been unable to access your email account.

      Have you spoken to the team since posting?

      Is this now resolved?

      Please pop back to us when you can. 

      • radier_101's avatar
        radier_101
        Dialled in
        3 days ago

        Thanks Vikki_M. Yes the technical team did contact me and I can now access my emails by following the email link from My Virgin Media after logging onto my account. However, I can't access the emails from the Outlook App installed on my phone. I just get the message : Can't sign in to my virginmedia.com account. Any ideas please?

  • Cal96's avatar
    Cal96
    Joining in
    7 months ago

    Hello,

    I’m having a similar issue, if someone is able to help please.

     

    I’ve been logged out of my Virgini media account on my mail app on my iPhone; I can’t remember my password nor my “memorable place” when it comes to re set it.

    I’m a secondary account on my parents Virgin account and have been using a virgin email account for the past 10 years or so.

    My Mum went on the website to see if she could change my password but there was only an option to delete the account and I’m unable to do anything at all.

    As you can imagine this is quite stressful as this is an everyday account!

    A few years ago I was able to reset it via a different email address I have but this is no longer an option.

    Please can someone help me, I just need to reset the password for my email rather than the whole Virgin account.

    Thank you!

    • Cal96's avatar
      Cal96
      Joining in
      7 months ago

      *I’ve managed to get back into my account now*

  • mcol's avatar
    mcol
    Joining in
    2 years ago

    Thanks. No security answers set, so I'll try calling.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hi mcol.

      Thanks for those details before.

      I have reset the password and sent it privately.

      If you can let me know how you get on that would be great.

      Gareth_L

      • Cal96's avatar
        Cal96
        Joining in
        7 months ago

        Hello,

        I’m having a similar issue, if someone is able to help please.

         

        I’ve been logged out of my Virgini media account on my mail app on my iPhone; I can’t remember my password nor my “memorable place” when it comes to re set it.

        I’m a secondary account on my parents Virgin account and have been using a virgin email account for the past 10 years or so.

        My Mum went on the website to see if she could change my password but there was only an option to delete the account and I’m unable to do anything at all.

        As you can imagine this is quite stressful as this is an everyday account!

        A few years ago I was able to reset it via a different email address I have but this is no longer an option.

        Please can someone help me, I just need to reset the password for my email rather than the whole Virgin account.

        Thank you!

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello mcol,

      Thanks for your first post and welcome to our Community.
      Sorry to hear you are having an issue with accessing your secondary email account.
      I'd like to take a look into this for you, saves you having to call as well.
      If you don't mind, I will need to send you a private message to pass security. 
      If you can check your logo at the  top right of your screen that would be great. 
      Regards     
      Gareth_L
       

       

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 years ago

    mcol Sign out of your primary account and then follow the rest of this post.

    Each email address now has its own My VM account

    Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

    Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

    If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

    If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email