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Additional password reset

Tuning in

My wife has forgotten her password for her VM additional account I’ve tried to get in through my main user account to no avail how can this been done ..?..I’ve tried phoning customer service but they seemed confused too…any help please ?…Mike


Very Insightful Person
Very Insightful Person

@putnam wrote:I’ve tried to get in through my main user account to no avail how can this been done ..?

Virgin Media have removed the option to reset secondary account  passwords from the "My Virgin Media Account" of the Primary Account.

Now each secondary email account has its own "My Virgin Media Account" and the password can be reset from there. That works fine as long as you know the existing password. So if you knew the existing password and just wanted to change it you could sign in from here with the secondary email address and existing password. Then click on the "Update settings" tab and then the "Account details" tab. Scroll down that Account details page and you will see a place to edit the password.

Unfortunately, you are stymied by the fact that you don't know the existing password.

That means you will have to try the "Forgotten Password" route using this link and enter the secondary email address that would want to reset.

Sadly, I have to say from experience that you may well find that does not work either, probably because there is no "password recovery" question set in the My Virgin Media Account of your wife's secondary account.

However, if you are a VM Broadband customer, the back stop is to wait until one of the Forum Team (VM employees who support this forum). They should be able to reset the password unless there is something untoward about the account. I have given that proviso because it seems strange that Customer Services team could not do that for you.

One of the team will contact you via this thread. They will need to check some security details with you and that will be done via the forum's Private Message facility.


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Thanks for your reply you described our problem exactly ,hopefully someone will be in touch…thanks again

Hey putnam, thank you for posting on our help forum.

We're sorry to hear of this issue with your wife's secondary email account access faced, we'd love to help out with this.
To enable me to have a look and assist you, I will send you a private message here shortly.
Please, check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.

Forum Team

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