Resetting Password or recovery email address on secondary account

Hi Legodude_uk thanks for posting although we're sorry to hear of the concerns you've raised here regarding your son's email account.

If you have had an IT Ticket raised for this issue, then there isn't a great deal further we can do to assist apart from to check the status of it unfortunately.

We can't change the email address that the verification is being sent to, so we would advise to wait until you have further updates regarding the IT Ticket.

We do apologise for any inconvenience in the meantime.

Many thanks

So after another 1hour 40 minutes on a call, we still have no access to my son’s email!! Every week since we raised the complaint in September we have been told they need 3-5 days to sort this all out and they still need another 3-5 days!!!

Has anyone else had such shoddy service from VM??? Since they introduced the nonsensical system of having to use a different email to access the accounts it seems to have broken the “sub” email accounts

Surely not being able to rectify incorrect information is a breach of GDPR regulations 

Going through the exact same issue at the minute. They fully do not have a clue what they are doing. Going round in circles for weeks. Frightening that there is none within such a bit tech organisation that can’t reset password. I get the impression with the amount of similar messages that there is a much wider issue than meets the eye 

The "much wider issue" is that VM have lost interest in supporting email. They stopped issuing new email addresses over three years ago, and have been actively closing email accounts that no longer qualify to be kept open.