Can't reset blueyonder e-mail password on secondary account

[normotownz]

When we set up our VM account originally it was with Eurobell and both my wife and I had .blueyonder.co.uk e-mail accounts. I am the main account holder and my wife's was the secondary account. 

Due to a dodgy e-mail received, we decided to change her password for security reasons but it wouldn't let her specify her blueyonder account as a recovery e-mail (we used her gmail). Now we cannot seem to change her password and she can't access her e-mails2, which is causing some distress as you can imagine.

When we try to change password online, it seems to direct us to change the main VM account holder e-mail password, which is also .blueyonder.co.uk but obviously we don't want to double our issue.

Has anyone else experienced this ? Can you help? Thanks

[Graham_A · Accepted solution]

@normotownz  Assuming that you still have a Virgin Media broadband account to which the blueyonder email addresses are attached then you should be able to manage them through the My Virgin Media accounts. Previously this could all be done via the primary account but now each address has its own My VM account.

In order to change the passwords you will also need to set a third party email address for account as the new username.  You will need a different third party email address for each VM account.

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

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

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

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

VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

[normotownz]

Thanks Graham, all sorted. Many thanks