Changing log in email address is impossible

[JB83]

Hi

Virgin media tells me that I need to change log in email address in order to receive a new app password.

When I try to edit the address it goes back to the screen informing me that I need to change it, and so on and so on.....

I can see that other people have reported this problem but I can't see that any solution has been posted.

[Ilyas_Y]

Hey there @JB83 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the MyVM email login issues you are having. 😢
The email that needs to be added has to be a 3rd party email and not a Virgin Media email, nor an NTL email or even a Yahoo email address.

Can you confirm you are using a 3rd party email address and are still struggling?
If so, we can assist - let us know.

Kind regards,
Ilyas.

[JB83]

Hi

Yes I would ad a 3rd party email address if I could, but it just wont' let me edit the current one.  I just keep getting the attached message everytime I click edit next to sign in email address.

[Graham_A]

@JB83 So from the screen shot that you have posted you have clicked on the button to change email address and it just loops back to the same page?

The wording is poor as you are not being asked to change the email address itself but just set a third party email address as the username.

[notsonewuser]

JB83,

I'm getting exactly the same thing . I just keep getting sent around the same bloody loop . It asks me to change to external email, which I have , then asks for yet another password . Sometimes the password java script will accept my PW most of the time it wont.

I'm current having a very slow conversation with Nathan_B, a VM rep, via PM. Hopefully he'll sort it out .

Bill

Actually, can anyone from the forum mod's confirm Nathan_B is a VM rep? 

[JB83]

Yes it takes me to the page with email  login details. When I click edit it takes me back to the same message.  Been doing it for months now.

[JB83]

You got further than I did then. Whenever I try to edit the log in email address, I just get the same message telling me that I need to change it Lol !

[Peter-55]

Same problem with me and not possible to use a non-virgin-related email address (which in any case seems a strange suggestion by Virgin to Virgin paying customers).  Solution urgently required.

[Akua_A]

Hi @Peter-55

Welcome back to our community forums and sorry to hear you are experiencing a similar issue. We are requesting this change for security reasons and you can find out more here Can you further expand on what happens when trying to make that change? Do you get an error message?

Thanks,

[GDCZUK]

I get this....

On Saturday VM support changed my login email a third party (no idea why) but I need to change it again, the app refuses to save any changes even though it loads the input boxes with the address I need to change it to

error message when trying to change the login email

and it doesn't save.....

All this is happening because one of my @blueyonder.co.uk email addresses has somehow been disassociated with my account (11 days ago) and although I have spent hours on the phone, etc - still not resolved