{Security} - Unable to Change passwords within accounts for primary or secondary emails

th3steg  When you get thrown back to the account details page you need to click on edit to the right of email address in the sign in details section.  From there you need to set a non virgin media email address as your log in email address.  Once this has been done and verified you can go back to the password change section and proceed to change the password. A verification code will be sent to your non VM username email to complete the process.

Thanks for your reply Graham,  but wish it was that simple.  That should be the process to allow me to add a "external" email address and then follow up with MFA/OF2 but it loops back to the original page continually.  

I do not get as far as to enter anything additional,  its stuck in this loop,  tried other browsers, and another PC is also still the same,  just wondering if anyone else is having the same issue and if so how to fix it

Hi @mathew_L 

All accounts were and have been fine for some time without fault,  the issue came about when I wanted to change my password.   Nothing else had been changed so I can assume my security information was still the same.

Sadly,  I have followed the advice from 用心棒, and no disrespect to you as I am sure they may work for some, but this has now locked me out of my email entirely and I can not get my VirginMedia.com address back since changing it to an alternative for the MFA.

I've called VM now and tech support are going to look into this within the next 24 hours so I'll report back what happens.

Thanks for your reply,  the newer issue is now 

Since change my virginmedia email to an external email for the verification  I can not change it back, that's the problem now,  I get the following

"Sorry, you can’t change your sign in details to a @virginmedia.com email address, please choose a different email."

Hi, can I please ask what the actual solution was here?  I'm trying to help my elderly father with a Virgin email password reset and I'm getting caught in the same "loop" mentioned above. We still have access to his account via my Chromebook (password remembered from cache?) but he is unable to log on using his PC as he doesn't remember the password. On my Chromebook, whilst logged into the account, I am trying to add my email address when prompted to change to a non-Virgin one for logging in, but all I see is the message below. I was expecting to receive some kind of link to follow but we haven't received anything to either email address and it's been 24 hours now?  How do we proceed from here?  And how can it be so difficult to reset a password?!  Thanks :0)

Thanks for the replies. Unfortunately I have now tried adding two different (non-Virgin) email addresses to the account and neither of them has received an email to then confirm the change. I've checked junk mail folders in both of them. Nothing. In the meantime my dad managed to get through to someone on the phone who was able to set a password for him but he's a bit unclear how long this will be valid for.  So we do have access to the account at the moment but I fear it's only a matter of time before one or both of the devices are logged out and we'll have to make another phone call.