Hi, My son needs his email (old NTL like mine) resetting, I used to be able to do it, now all I can do is either delete account or create new, advice please,
regards.
Nigel
Hi Nigel,
I'll send you a PM now.
Kind regards,
Secondary account 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 Update 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
Signing into the account wouldn't be a problem if they could remember the password.
Nigel
Nigelnovice wrote:Signing into the account wouldn't be a problem if they could remember the password.
Nigel
That's why the second link is there. Use the forgotten password route.
Hi Nigelnovice,
Thanks for posting on our community forums. Sorry that you're currently experiencing issues when trying to reset you sons old NTL world email address.
Can we ask if this email address is linked to an active account currently, and is the account in your name?
Kind regards Jodi.
Hi Jodi,
Yes account is linked to a current lead (mine) account that is used daily and 3 other secondary that are current, 1 is mine that I use on selling sites, the rest family.
Nigel
Forum TeamHi Nigel,
I'll send you a PM now.
Kind regards,
Hi Jodo_S
I have exactly the same problem with a Secondary Email Account for my Daughter, she cant recall her password.
I have just come off the phone and all that resulted in was the CS agent inadvertently re-setting my Primary Email Account Password despite me spelling out the one i needed re-setting clearly and it resembling nothing like my primary account email address, fortunately I had the new password noted down and have now changed that to something else for security reasons.
I've been promised a call back by support in 3 days time but the weekend is here and my daughter is pleading with me so could you assist me also please?
Kind Regards,
Mattseyboy
Forum TeamHi Mattseyboy
Welcome back to the community.
Unfortunately, the primary account no longer has access to change the details of the secondary account. You're daughter would need to contact us directly themselves to discuss any password changes.
Reading all the posts, I'm having thr same issue and unable to reset the email password on a secondary email account.
I've tried the recommended routes, but no like. The forgotten password process does not appear to be working
tonywright1970 wrote:Reading all the posts, I'm having thr same issue and unable to reset the email password on a secondary email account.
I've tried the recommended routes, but no like. The forgotten password process does not appear to be working
The problem now with 'secondary' accounts is that they treated as if they are not really associated with the main (primary) account. So if you want to change the password for one of them, you need to either a) log into the webmail interface using the email address and password of said secondary account and change it from there, or, b) If you don't know the password for the secondary account, then follow the 'forgotten password' links on the website for this account. Now this assumes that the secondary account holder has set up recovery answers to certain questions. What, you haven't done that because you didn't know that VM were going to change the arrangements? Oh dear, sorry about that!
The only option then is to contact VM's customer services and ask them to reset said password for you, once that is done, I would strongly suggest that the secondary account holder logs in, changes the password to something else and then sets up recovery answers.
Hi
I contacted VM customer services, explained the situation, but was advised this could not reset the password for security reasons.
They were no able to offer a solution
Ignore this, it seems that the forum software has replicated my post for some reason.
Thanks for your cooperation over PM tonywright1970,
I'm glad we were able to resolve this for you.
If you do have any future queries then don't hesitate to get back in touch with us.
All the best,
Hi! I'm having the same issue, if a kind user could help me out with it. The date of birth and answer are 100% correct but for some reason the reset is not working for me
Hi binvan4,
Welcome to the Community and thank you for posting.
We are very sorry to hear you are experiencing an issue with your account password.
We would be happy to look in to this further for you. I will pop you over a private message now.
Speak soon,
To the forum Team,
Please can you help resetting secondary email accounts as I am unable to do this online.
All the guides I have seen here do not help.
Thank you
Hey kwano888,
Thank you for your post.
I will pop you over a private message and get it sorted for you now.
Cheers,
Ryan.
Good morning, Here is my dilemma, I deleted a secondary @virginmedia account but I still use it from time to time, for some unknown reason it has now requested the password. Is it possible for VM to still reset the email account password? The account is still active. I am a VM customer.
Forum TeamHey JayR0b, thank you for reaching out and I am sorry to hear this.
When you say deleted what do you mean?
Deleted off your devices or fully deleted like as in gone forever?
If the email is still active then yes we can take a look at changing the password, let us know about the deleted bit.
Hi Matthew,
So it's a secondary @virginmedia.com account one of the 9 you can have. It was deleted from the main VM account by mistake. The issue I have is signing back into the deleted @VM.com email account to accept the invite as I have forgotten the password.
I Hope this makes sense.
