Forgotten password of secondary ntlworld email account

[VMUser27]

My wife's laptop hard drive died and her email account has for years been accessed using remembered details on that laptop. Now we can't find the password used to access that account.

This is a secondary ntlworld.com account and isn't the account used to log in to My Virgin Media. I've tried everything I can think of to change the password on my wife's account, but with no success. Apparently I can only change the password on the account used to log in to My Virgin Media.

She now can't receive emails on the new laptop. Any ideas?

[coenoby]

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@VMUser27 wrote:

 She now can't receive emails on the new laptop. Any ideas?

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Yep, I have just replied to someone-else with the same problem.Take a look here Email/Manage-other-My-Virgin-Media-accounts 

Coenoby

[VMUser27]

Thanks, coenoby. I took a look at your post but, unfortunately, because we don't know my wife's email password, I can't log in to My Virgin Media with her account.

I also tried logging in to My VM with her email and clicking Forgotten Password, but that only resulted in changing the password of the main login email account, not hers.

I think I need help from a VM advisor.

[coenoby]

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@VMUser27 wrote:

I also tried logging in to My VM with her email and clicking Forgotten Password, but that only resulted in changing the password of the main login email account, not hers.

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To me that sounds as if you have been confused by the wording at the start of that Forgotten Password process. You need enter your wife's email address into that page to start the process.

If the process changed your email password instead of hers it would strongly suggest you entered your main email address into that start page.

Try that again and make sure you enter her address.

Having said that, I would not be surprised if you still need help from VM because you may well find that process stops after you have entered the security answer.

Coenoby

[VMUser27]

When I try putting my wife's email address in I get:

Contact us

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

[coenoby]

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@VMUser27 wrote:

You can’t reset your password online right now, as you don’t have additional details set up on your account.

To reset your password, please contact us and one of our team will help you.

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Obviously VM have tweaked the system. In the past when there were no additional details (such as the password recovery question) set the forgotten password process just stuck and gave no error message or advice on what to do.  At least they now give a meaningful error message back.

As I said in the other post I linked to:

"If the Forgotten Password option does not work you will either have to

1. wait until one of the Forum Team (VM employees who support this forum) catches up with your post - hopefully tomorrow. They will be able to help you.
2. use the VM Customer Services phone option -150 from a VM landline and ask them to reset the password for you.

In my experience, option 1 is likely to be the easiest."

Coenoby

[Adri_G · Accepted solution]

Hi VMUser27, thank you for your posts and replies on our help forum and this thread.

We're sorry to hear of all the issues faced with your secondary email account and password, we're eager to best assist with these.
I will have to take a closer look for you and help, to do this I will send you a PM here shortly.

Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.