Forum Discussion

3_g's avatar
3_g
On our wavelength
2 months ago

The shambles that is the new VMO2 login if you have multiple VM email accounts

The implementation of VMO2 usernames does not seem to be well thought through, and for the benefit of other forum users, I thought it would be useful to share what I think the problems are:

  1. Previously you could have multiple (up-to 10) Virginmedia / Blueyonder etc email addresses (each with 3 aliases), all under the same account.  They could all live semi-independently, under your main account
  2. Now one of your accounts needs to be a VMO2 account, and only one email address can be linked to it.
  3. Only the email address linked to that VMO2 account can access VirginMedia webmail
  4. This means none of your other (up to 9) accounts can access VirginMedia webmail
  5. None of those other accounts are able to do a password reset, unless they take over the VMO2 account

There is a substantial amount of technical support documentation on virginmedia.com which is now completely inaccurate for anyone with multiple VM email accounts.

There may be other issues I've not yet identified.

Can any VM reps on the forum please advise what visibility this has to your service / email product owner, and what action is being taken to address these issues for accounts which have multiple VM email accounts?

13 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 months ago

    Unfortunately most of the above is wrong.  I have seven additional VM email accounts as well as my primary one and can access each one in VM webmail. I can also do password resets and change other security details as and when I choose. 

    Each additional email address has a unique VMO2 ID for use when accessing the My Virgin Media settings and VM webmail.  Indeed this has been the case for a year or so since VM introduced separate MY VM accounts for additional email accounts.  The recent changes replaced the My VM login details with a VMO2 ID.  These were setup using the same details as previously used for the My VM logins.

    • 3_g's avatar
      3_g
      On our wavelength
      2 months ago

      Interesting to hear you think most of this is wrong. Perhaps because you already have My VM accounts for each of the mailboxes?

      Of the 10 mailboxes I have set up, only three had My VM accounts, maybe for these accounts I need to check which credentials I’m going using for webmail.

      The other 7 accounts are not linked to a My VM and if I create a VMO2 login it wants to take over the primary account!

      If there is any documentation to help with any of the above please point me towards it, this is more beneficial rather than saying I’m wrong!

    • tufftee's avatar
      tufftee
      On our wavelength
      2 months ago

      Hi Graham, I'm in the same boat as a lot of VM customers here - I have a primary (blueyonder) email address, now mapped to a VMO2 ID (using gmail login),  this is linked to my VM account, as the account holder ...all good and working;  webmail & settings etc 👍

      Now my wife's email (also blueyonder) also has a VMO2 ID (different gmail of course) but at the point of logging in to My VirginMedia using her ID, I am presented with the following screens:

      >  Then on clicking the Link...   button:

      >

      Now I'd previously used my (account holder) details to link my primary email when setting up mine but if I now use them again for my wife's ID,  will it replace mine with hers on the 'My VM' account ..or will it add it as an additional ID?

      I suppose I'm just asking if you had to do this step of linking to your account no/area ref. etc -  for each of your (10?)  sub account emails?

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 months ago

        Thanks for coming back to us tufftee, this shouldn't overwrite the initial set up for the My Virgin Media account to managed the self-care aspects of the subscription.

        Can you please confirm if you've gone through with this process and if it's been successful?

        Thanks,

        David_Bn

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Whilst I agree with everything above, there are still some users posting here, that are unaware of any of this.  They are still expecting primary and secondary accounts to be the same.

    However, the blame must lie with VM for not providing up front information to allow users to read and digest the changes.  This could have been emailed out to all mailboxes at least a month or two in advance?

    I'll still be advising users to move away from VM for email provision, if they can access the mailbox to archive it off, of course  :-)

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

    Hey 3_g, thank you for reaching out and we are so sorry to hear you are having some account issues.

    Did any of the advice help at all?

    If not can you try using Bing and let us know if that works. Cheers 

  • SteveH14's avatar
    SteveH14
    On our wavelength
    2 months ago

    This thread is the first sensible explanation of the current shambles virginmedia email and account provision has become for those of us who aren't IT technical experts. Unfortunately the customer/technical IT support virgin offers is at best shambolic and at worst none existent - regurgitated AI non sensical email replies to customer complaints /requests is infuriating. I tend to agree with the advice above - without doubt its best to move away from virginmedia email accounts and go elsewhere its a million times less painful