Secondary Email password reset

Hi there - I need help resetting a secondary email password. My understanding is that secondary email accounts passwords cannot be reset from the primary email account anymore (which is really annoying btw). For some reason the secondary account doesn't show by its original name, but by the non-virgin media email address used as a backup contact. I am unable to reset using this email as a login either, just for reference

Also, my understanding is that the password can be reset by logging into the secondary account - however, the family member who uses the secondary account has forgotten the password they used so is unable to login to the secondary account to reset the password themselves. 

Please can you either advise a process I can use to reset the secondary account password myself, or contact me via PM which is an option that has been provided to other forum users.