Forum Discussion

matt5858's avatar
matt5858
Joining in
2 months ago

Secondary blueyonder email password reset

Hi,

here to try and help my parents. 

my mum has lost access to her emails, when I’ve tried to log in on another device it doesn’t accept the password she has.

we’ve called virgin, but as this email isn’t the primary one on the account they can’t reset it. 

back when I was with blueyonder/virgin you used to have a self serve option to reset all email passwords under your main account. This looks to have been removed now. 

we have an open IT ticket but this may take 5 days. Does anyone know the route to reset these old blueyonder passwords?? 

thanks! 

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

    Secondary email addresses now have there own My Virgin Media account from which password changes etc are made.  You need to sign in with the email address concerned together with the current password.  You will be asked to change the sign in username to a third party email address before further account changes can be made.

    If you don't know the current password use the forgotten password link.  If that fails you will need to wait for the ticket to be actioned or the VM Forum Team to respond here.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi matt5858, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear your mum is having issues accessing her secondary email account. As mentioned by Graham_A, to reset this, you would need to log in to My VM with the email address you're trying to access and follow the forgotten password steps. 

    We'd only be able to reset the password with the account holder directly via the forums. If your mum can make her own forum account, we may be able to help from here 😊

    If she's unable to do this, she'll need to wait for the IT Team to reach out to her. 

    Many thanks,