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Can't find / reset sub-email account ...

Tuning in

I had a sub e-mail account on my virgin media account for my wife (as well as daughter and son etc).

She hasn't been able to access e-mails on her phone for a while so I tried to check her e-mails via  a laptop pc where outlook was set -up and that wont update either - keeps asking for password credentials.

Cannot reset e-mail password via virginmedia account,  as it states it doesn't exist (was set-up as a sub e-mail on  my vrigin media account) and no longer appears under my set of sub e-mail accounts.

Used to confirm e-mail account still active.

Now worried it may have been compromised - need help in trying to sort out where this e-mail account has disappeared to so that the password can be reset and the mail account accessed again....hoping a moderator can put me in contact with the right people to resolve this.


Forum Team
Forum Team

Hi @moldywoldy 👋.

Thanks for reaching back out to us, apologies for the issues that you have had with your email addresses, so that we can take a deeper look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.



It's OK I sorted it out. We must have changed her VM sign in email (for backup reasons) away from her email account to her Gmail account. 

Was then able to sign in on her virgin media account and reset password for third party e-mail apps and got back in.

Many thanks for the offer of help