Forgotten additional email password

[Smiley_Neil]

Hi,

My wife has forgotten her Blueyonder email password. It's an additional email account to our VM account (which is active). I can access the VM account in a browser (and see my own emails), it's just her email account, an additional email account, that she can't access.

When I access "Account details" -> "Manage other My Virgin Media accounts" it only gives me the option to delete her email. I would like to recover her password, or reset it if that is the only option.

Any suggestions?

Thanks

Neil

[Graham_A]

@Smiley_Neil Try the forgotten password route https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If that doesn't work you will need assistance from the VM Team.

[Smiley_Neil]

Thank you but that tries to reset my VM account password, which I don't want to do.

I shall wait for assistance.

[用心棒]

In the Email address field enter your wife's email address.

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[Smiley_Neil]

Thanks but that form is for resetting the password you use to log into your VM account. If I enter her email address in there then it sends her an email with a link for resetting the VM account password. I don't want to change that. I want to recover the password for her email address. Her email is an additional address on my VM account.

[Graham_A]

Each additional address has its own My Virgin Media account.  That is the password that will be changed not the one for your own primary My Virgin Media account.

The terminology used on the reset page can be confusing in this regard.

[Smiley_Neil]

Thanks but when I put her email address in it sends an email to her account (which we can't access at the moment). Seems an odd way to reset a password for an email account, to send something to the very account that can't be accessed.

[Graham_A]

Ok, I have asked the VM Forum Team to respond to this and assist you.  They may not reach this until tomorrow.

Once you have regained access make sure that you set up security answers on the My Virgin Media account for the secondary account.  That way you should be able to use the forgotten password route in future without it sending the verification email.

[David_Bn · Accepted solution]

Thanks for your post @Smiley_Neil, and a very warm welcome to you!

Check out the purple envelope in the top right hand corner for a private message from me, and we'll get the ball rolling with the passing of data protection.

Kindest regards,

David_Bn

[Deek1962]

Aha! I have the same issue here. My wife's laptop has died and she can't remember her password to log on from her mobile. How did you resolve this?