Additional email account can't sign in or reset password

[Cheesyfeet]

I have an additional email account set up for my son.  He's locked out, but I can't reset the password anymore, which we used to be able to do.  He's being asked for additional security info, but doesn't remember ever setting these up, so doesn't know the answers.

I can't find anyway of unlocking the account or anywhere to log this.

How can I get this resolved?

thanks

[jpeg1]

Secondary email accounts now have their own VM account 

https://www.virginmedia.com/help/broadband/manage-email-account

[Cheesyfeet]

That doesn't really help with this.  I see it as an additional email on my account.  Son has tried to resolve, but VM say they won't speak to him as it's my account not his, but I can't see a way of logging this anywhere

[Graham_A]

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

The numbers to ring are 150 free from a VM landline, or 0345 454 1111 from any other phone (chargeable as standard UK landline phone no.).

Alternatively wait for the VM Forum Team to respond to this thread and they will take you to a private message exchange to try and resolve this.

[Robert_P]

Hello Cheesyfeet

Sorry to hear of the email access issues on the mailbox set up for your son, we understand the frustration and appreciate you taking the time to raise this via the forums.

We have support here for additional email addresses, can you let us know if these have helped resolve the issue or if you have spoken to the team.

[Cheesyfeet]

Thanks for the link, unfortunately those don't work for my son. He's telling me if he tries to login on webmail, he just gets taken straight to https://www.virginmedia.com/help/virgin-media-mail-unavailable

I've not spoken to the team yet

[jpeg1]

Does your son now have his own MyVirginmedia account for his email account? That is now a requirement as detailed in the link posted earlier 

[Graham_A]

---

@jpeg1 wrote:

Does your son now have his own MyVirginmedia account for his email account? That is now a requirement as detailed in the link posted earlier 

---

That is a bit misleading as secondary email accounts have always had a separate My VM account.  The recent change is that the primary account can no longer change the password for secondary accounts so that now has to be done via the secondary My VM account.  The main issue occurring since that change is that often security answers for secondary accounts were not set by the account user.  This requires intervention from VM to resolve as mentioned earlier in this thread.

[Cheesyfeet]

Yes, this is exactly the issue here!

[Robert_P]

I will send you a Private Message Cheesyfeet, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.