Email & Password Issues

[NPass]

I am stuck in a loop with Virgin Media. After working fine for years, on buying a new tablet & trying to watch TV using the VM app, I cannot get VM to recognise my email address or password. When I try to use "forgot password", it asks me to enter my email address which it doesn't recognise, even though it is the correct address & the address we receive emails on. It's now the same issue on our family laptop. 

So what I'm faced with is a service I pay for but cannot access. No help, no logic, just a joke (bad one). Really hacked off. No other service/product I use causes so problems & takes up so much time. 

[jpeg1]

VM have changed their login requirements for both broadband account and email. Have you set up a non VM email address? 

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

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

[NPass]

Hi Alessandro / jpeg1. Yes I have a non VM address set up. 

[Graham_A · Accepted solution]

@NPass When using the Forgotten password link you need to enter the third party email address that you have set as the username for the email address concerned not the VM email address.

[NPass]

Hi Graham_A. 

Thanks for clarification. I have tried to do this using my new tablet (not old laptop). The first time doing it, it said "Sorry there has been a problem". The second time, on putting in new password, it says "Request In Progress" for ages & ages. And then nothing. Any ideas? Should I try doing this on our main laptop instead, would this be better?

[NPass]

Hi Graham_A. 

This has worked!! New tablet up & running with Virgin Media. Many thanks for your help. 

TO VIRGIN MEDIA: this whole process would be easier if you gave clear instructions on your login page, stating that the combination required from customers is: 3rd party email address & the VM password.