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Woodland2's avatar
Woodland2
Tuning in
2 years ago
Solved

Secondary ntlworld.com account

I have a secondary @ntlworld.com account which I use every day. My primary account email is rarely used.

I recently set up third party email addresses for both primary and secondary accounts as advised on a call to VM. As part of this call VM gave me new passwords for both accounts. These worked, but as they were a bit generic and done over the phone, I thought it best to change these. This worked for the primary account (which I don't use for email) but hasn't worked for the secondary account. I thought having a third part email account would allow for password re-set or forgotten password on the secondary account. Is this wrong? 

How do I regain access to the secondary account using the third part email account associated with it? Maybe because I do not have any security questions set up on secondary account? Maybe because my phone is still able to access the secondary account (which is a lifeline but maybe needs signing out?)

2 phone calls to VM last week, each of 1.5 hours, can this be solved here? I hope so, no time this week to be on the phone again.

I would appreciate any help with this as I need stable access to the secondary email account.

Many thanks.

  • Graham_A's avatar
    Graham_A
    2 years ago
    Woodland2 wrote:

    Thanks Matt, When logged into primary account and in the section headed 'Manage other My Virgin Media accounts'  the only option next to the additional accounts is 'Delete'. Primary account doesn't seem to have much control over additional accounts. Any ideas? Thanks.

    That is correct the only action relating to secondary accounts that can be done via the primary account are to delete them.  VM made this change some months ago.

    Each email address now has its own My VM account

    Secondary accounts 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 Account 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

    If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 years ago

    Hey Woodland2, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    I would go down the forgot password route, or even better with the one logged on you should be able to change it from here.

    The primary will always be able to control the secondary email. Cheers 

  • Woodland2's avatar
    Woodland2
    Tuning in
    2 years ago

    Thanks Matt, When logged into primary account and in the section headed 'Manage other My Virgin Media accounts'  the only option next to the additional accounts is 'Delete'. Primary account doesn't seem to have much control over additional accounts. Any ideas? Thanks.

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago
      Woodland2 wrote:

      Thanks Matt, When logged into primary account and in the section headed 'Manage other My Virgin Media accounts'  the only option next to the additional accounts is 'Delete'. Primary account doesn't seem to have much control over additional accounts. Any ideas? Thanks.

      That is correct the only action relating to secondary accounts that can be done via the primary account are to delete them.  VM made this change some months ago.

      Each email address now has its own My VM account

      Secondary accounts 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 Account 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

      If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

      • Woodland2's avatar
        Woodland2
        Tuning in
        2 years ago

        Thank you, I can confirm that no security answers have been set for the secondary account despite it recently having 3rd party email account linked. When I try forgot password a re-set link appears in my 3rd party email account but is expired when I click on it (it takes over a minute to arrive).

        Please confirm - I need to make a phone call to VM to get new password for secondary account access? Presume this will be 1 to 2 hours on phone? Oh boy. Is there no way this can be done online? 

         

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    2 years ago

    Glad to hear the issue has been resolved Woodland2 

    Please do not hesitate to contact us if you need any further help 🙂

    Thanks,