Secondary NTLworld email address problems

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Poppin125 wrote:

 

However, one of the email address set up on my account is locked and my son can’t get into it.

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If the account is locked that can usually be resolved by resetting the password without involving VM support. However, the password reset process is more complicated than it used to be due to recent changes VM have made to the security and authentication of their email accounts.

To reset the password  sign into the My Virgin Media Account for that secondary email account, so not your primary account.

• Enter your son's address and the current password here https://www.virginmedia.com/my-virgin-media 
• Then click on Account settings
• ,Then click on My Virginmedia Mail settings.

You will then have to provide a non VM email address (such as Gmail, Outlook.com, Yahoo etc) to receive a verification email. That non VM address will then become uername of that email account from then on. It will not change the VM email address just the username your enter to sign into it.

Once you provided a non VM email address for that VM email account and verified it, just follow the instructions.

Coenoby

Hi Poppin125 

Thanks for posting and welcome to the community. Sorry to hear of any email issues.

Thanks Coenoby for your help here.

I'll send you a PM now to assist further.