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DP1973's avatar
DP1973
Joining in
6 months ago

Unable to reset password on email account

Hi,

For many weeks I have had this issue secondary email address on my account:

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

Several calls and emails with Virgin media have made no difference and I feel like the VM advisors don't understand the issue and are fobbing me off with long winded emails that don't actually amount to anything constructive.

It shouldn't be this difficult.

Thanks,

DP

3 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Does this other email now have its own VM02 identity as it now requires? 

    • DP1973's avatar
      DP1973
      Joining in
      6 months ago

      No, it won't have. But, VM aren't giving me the option to update the password. All I see is the message to contact them then I just go around in circles when I do contact. 

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        6 months ago

        Hi DP1973 👋 Welcome to the community forum! Thanks for joining and making your first post. 

        Sorry to hear you are having some difficulties with your secondary email account access. 

        These kinds of secondary email access issue can be frustrating - sincerest apologies for any inconvenience caused whilst we try to offer help with this. 

        You will likely need to set up a VMO2 Id for this secondary email account so that you can manage the password, and access the mailbox. As you've mentioned that you haven't done this yet - can you please try doing so, and let us know if you are able to access / reset the password once it's completed?

        We can then offer further troubleshooting support if needed. 

        You may find these two help pages useful 👉 https://www.virginmedia.com/help/broadband/manage-email-settings 👉 https://www.virginmedia.com/help/broadband/manage-email-account 

        Please do be aware, we can't update primary login email addresses for VMO2 ID's via any of our digital support platforms - it's only the team on the phone who can complete this. If at any time you need to reach them you can do so via 📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111. 

        Let us know how you are getting on! 🤞