Forum Discussion

graham_24's avatar
graham_24
Joining in
5 months ago

Secondary Email Password Reset

I'm having a problem with a secondary Blueyonder email account which is used by my father.

It seems like he used the same credentials to register for a ticket booking site which was hacked last month.

This evening his email credentials are no longer accepted, I've tried using the password reset facility but it's not accepting the password.

Please advise

 

  • Thanks, but that doesn't really solve my problem.  I can login to my primary account but I can't login to the secondary email account, and the password reset facility won't work for it.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      Does the secondary email now have its own MyVirginmedia account, as VM require now? 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Read the last item on the link I sent you. 

  • Thanks, but I've tried that.  It doesn't prompt me for the security questions, it just tells me to login with the primary details.  I think I need some assistance from a VM representative.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      If you've got that far, it does look like you'll need help from a VM person to reset the password. Hopefully one will be along to assist. 

    • Graham_A's avatar
      Graham_A
      Very Insightful Person

      graham_24 A member of the VM Forum Team staff should reply here later today or tomorrow.

  • Hi graham_24 

    Welcome to the community forums 

    Sorry to hear you're having issues with accessing a secondary email. We can certainly see what's happened on our side as you've already been asked all the questions we'd normally ask by one of our helpful community members. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

     

  • Just as a follow up, my father has tried calling Virginmedia a couple of times and gone round in circles in the phone options until the system has sent him a link to the online help we've already tried.

    What are we doing wrong here?  And how does he get to speak to someone who can actually help him?

    Graham

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      graham_24 wrote:

      Just as a follow up, my father has tried calling Virginmedia a couple of times and gone round in circles in the phone options until the system has sent him a link to the online help we've already tried.

      What are we doing wrong here?  And how does he get to speak to someone who can actually help him?

      Graham


      You're not doing anything wrong.  VM don't employ enough phone staff, and the few they have can only read from a script.  Hopefully a staff member will eventually pick this up.

  • @Graham_A Yes, but I'm not the account holder, my father is so @Carley_S couldn't deal directly with me.  I normally take care of all computer related stuff for him but I was advised in the private chat that he would need to contact Virginmedia himself.

    I may help him to create an account here because the phoneline is very frustrating.

    Graham