Daughter has important infomation sent to her ntlworld account and needs password reset

[jpress]

My daughter is shortly leaving the country to work abroad. One company sent important info to her ntlworld account which is a secondary account I set up years ago for her (as I'm the primary account holder). Having not used this account for years, she was unable to login to her account via the VM web page although she is sure the password was correct. She tried the forgot password route and entered mother's maiden name and date of birth but the system said these were wrong! Phoning Virgin support got nowhere. I had to provide them with characters from the memorable word of the primary account which was accepted but the support person refused to reset her password and told her only the primary account holder could do this - which didn't sound right. I got a call from Virgin on our landline 2 days ago and the support guy asked whether the problem had been fixed. I didn't know and asked him to keep the ticket open for 24 hours while I speak to my daughter. he said he would phone back but never did. Can someone help as this is unacceptable ? She needs to have her password reset so she can access her ntlworld account as that is where the important mail she needs to access is. It can't be that difficult. If Virgin want my approval as primary account holder to change this secondary account password, I approve it. Just do it.

[goslow]

If you log into your primary MyVM account, do you see your daughter's account listed among the secondary email accounts (i.e. is it still associated with your current VM broadband account)?

VM can delete an email account if it has not been used for 150 days.

[jpress]

yes, I did that and her account is still listed under the secondary accounts along with my wife's

[goslow]

In the past, you could administer secondary email accounts from the primary account (such as password resets).

Now each VM email address has its own 'My VM' login from where passwords can be reset.

See the info from Graham_A below

https://community.virginmedia.com/t5/Email/I-have-forgotten-the-NTL-email-password-not-the-primary-o...

and last two paras at the bottom of the page below in the section 'How to manage additional Virgin Media email accounts'

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

Regaining access may also involve providing VM with a third party email address as part of VM's recent security changes.

[jpress]

yes I knew that, I used to reset their passwords when they forgot them. Noticed the bit in the links you provided that the 'forgotten password' procedure for a secondary account requires the security details (DoB, Mother's maiden name) of the primary account (I presume the secondary email though!), she tried these but it still stays they are incorrect and Virgin have not bothered to come back to either of us.

BTW I thought the 3rd party mail name was for when you generate a token to use with a mail client - I did this for my wife recently. I can't understand the logic of why she then has to log into web mail using the 3rd party mail name even though the ntlworld address is used by the mail client!

[goslow]

The third-party email address requirement to log in is VM's mangled attempt at 2FA on their dysfunctional system. From multiple past topics on the forum, scammers were previously gaining access to accounts, inc. those not deleted by VM when customers had left, and were causing many problems for VM email users/past customers.

Anyone who still uses VM email should set about migrating to a new provider as the VM system is really not fit for purpose given the never-ending problems reported on here.

I think you will need the VM forum team to access the account/reset the password. They usually reply here within a few days.

[jpress · Accepted solution]

Case closed. My Daughter picked up a call on our landline from a helpful lady from VM support, who after getting me to confirm my details asked for my approval to reset my daughter's password which she did. Daughter can now access her account and get the info she needed. Many thanks for someone's prompt action.