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[Alex893]

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[Travis_M]

Hi @Alex893

Thanks for posting on our community forum!

Sorry to hear about your issue! Can you try and run through the 'Register' option using your account details and let me know how you get on please? I'd like to see if any error messages pop up this way.

Regards

[Alex893]

Hi, I am not exactly sure what you mean. Anyway I should explain what my problem is. I have an email address that was set up by virgin and I know that I cannot change this but because the actual address is so complicated I decieded to have a secondary address to use, I use this address for normal communication and the one issued by virgin to log onto my virgin account. 
Are you with me so far?

It is this secondary emai address that is not being recognised. When I go into my account setting the email address is showing but when I try to log in with this address it states that the address is not recognised

This is not the first time that this issue has happened. 

 

 

[Graham_A]

@Alex893  The screenshots cannot be shown publicly as they show your full email address.

Is the address in the screenshot the primary email address that you sign into your VM account with or the secondary email address that you are having issues with?

Edit: re reading your post it would seem to be the secondary one.  If this is the case sign into your My Virgin Media account with the primary username and click on the Manage Accounts tab.  Does the secondary email account show in the list of email addresses?

[Alex893]

Hi it is the secondary 

[Alex893]

Yes

[Alex893]

I can see that I am found something stupid here, but I can’t see it. All I want is to be able to log into my secondary email account. 

[Graham_A]

Have you tried changing the password for the secondary email address via the My Accounts tab when logged into the primary account?

Edit: crossed with your last post.  If the secondary email address is not showing under the My Account tab then it isn't attached to your broadband account.

The VM team will need to investigate this for you.

[Alex893]

Hi, the secondary account is showing in the account.

[Graham_A]

So have you tried changing the password as per my previous reply?