Forum Discussion

Hairster's avatar
Hairster
Joining in
25 days ago

Struggling to set up My VM account for secondary email address

Hi, due to some issues with hacked accounts I'm trying to reset app passwords on my emails as a precaution.

We have one email address that never had a MVM account set up for it and that we cannot recall the password for.

Can someone please advise the steps to set up a MVM account for this email when I do not know the password. I seem to get into a never ending loop of trying to reset the password and it requesting the email I use to log in with My Virgin Media...which I do not have yet.

The sign in prompt advise to goto  My Virgin Media > Account settings > Account details > Manage accounts. for sub accounts but the Manage Accounts area is nowhere to be seen

Any help would be appreciated, thanks

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    There are no “secondary” accounts anymore.  Every mailbox has to have a 3rd party email account to sign into MVM.  So if you had a main account and four sub accounts, you will now need 5 different 3rd party email accounts to manage those.

    • Hairster's avatar
      Hairster
      Joining in

      Yes, I understand that part, and have set up accounts for the others we use. However, we new the passwords for the other accounts which made the process relatively straight forward, once I'd set up 3rd party emails.

      For this one (for which we do not know the password) though there does not seem to be a way to get to that point in the process. I get stuck in a continual loop of Sign in - Enter email - - enter password - forgot password - reset password - enter email address assosciated with My Virgin Media account....which I don't have.

      The next option is forgot email which then leads me to a page requiring my Virgin Account number and area code which loops back to signing in on the my main VM account

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        Best to leave this to the VM Mod to pick up and hopefully sort out for you.  

  • Any input on this from a VM mod would be a huge help. Many thanks.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Hairster, thank you for reaching out and I am sorry to hear you've been hacked, also a warm welcome to the community.

      You should just be able to click forgot password and it will send you an email to reset the password, are you seeing this anywhere? 

      • Hairster's avatar
        Hairster
        Joining in

        Yes as previously mentioned

        For this one (for which we do not know the password) though there does not seem to be a way to get to that point in the process. I get stuck in a continual loop of Sign in - Enter email - - enter password - forgot password - reset password - enter email address assosciated with My Virgin Media account....which I don't have.

        The next option is forgot email which then leads me to a page requiring my Virgin Account number and area code which loops back to signing in on the my main VM account

        I've never got to the point where I have been able to set up the third party email associated with that particular account.

        Furthermore, as of yesterday morning - none of our 4 other email accounts are currently working on either PC or IOS and fail to login in with the correct passwords that were previously working. Similarly all of my MVM accounts for these accounts have stopped allowing me access on the previously working passwords. I'm assuming I've been locked out for some reason...possible as a result of trying to negotiate the ridiculous login in/3rd party email system to resolve the original issue.

        I am a current VM customer so that should not be the issue.

        I called VM yesterday to try to resolve this issue and have been told I need to wait 5 days for someone to address the logging on issue...not very handy when you rely on one of these email addresses for a self employed business...

        If you can resolve this car crash more swiftly it would be greatly appreciated.

  • An issue I have been having for the past few months, it's very worrying how VM are treating their long-standing customers, who rely on emails for banking, work, pensions and utility bills etc 

  • Glad to have been able to help Hairster. Please do not hesitate to contact us if you need any further help and we will be happy to assist 😊