Forgotten secondary Blueyonder password

[LesleyMac05]

• 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.

I see from this question asked previously that intervention from Virgin Media is required.

Can someone please respond and I'll pass on my security information?

Thanks

Lesley 

[coenoby]

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@LesleyMac05 wrote:

I see from this question asked previously that intervention from Virgin Media is required.

Can someone please respond and I'll pass on my security information?

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Virgin Media do not have a process to recover the password for an email account.

However,if you have not done so already you should try the Forgotten password route from here https://www.virginmedia.com/my-virgin-media/forgotten-details/password to see if you can reset the password yourselves

Just enter the email address and follow the prompts.

If that fails you will definitely require help from Virgin Media.

Coenoby

[LesleyMac05]

Thanks for your time but that only helps if it is the primary email account.

I need help with a secondary account 

[coenoby]

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@LesleyMac05 wrote:

Thanks for your time but that only helps if it is the primary email account.

I need help with a secondary account 

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No. That forgotten password route works for both primary and secondary email accounts. Just enter the email address for the problem email account and follow the prompts.

In fact, if you have forgotten an email password that is the only route available to VM customers to reset the password themselves

The only other way to reset an email password  (it does not matter whether it's a primary or secondary email account), is to sign into the My Virgin Media account for that email address. However, the problem is that you need to know the existing password to access the MVM account.

Even secondary email accounts now have a MVM account and VM now force you to sign into the MVM account of a secondary address to reset it's password.

As you have seen, VM have removed the ability to reset secondary email account passwords  from the primary account presumably because they consider it makes secondary accounts more secure.

It's confusing I know but that's how it works these day.

Coenoby

[LesleyMac05]

Thanks again

Unfortunately, that doesn't work

The prompts are security questions that she has never set up. It was all done through my primary account

When attempting to enter the answers for both my details and hers, nothing happens - no "invalid response" message for example.

Really need someone from Virgin to pick this up. Any idea how to include them in this?

[Graham_A]

@LesleyMac05 The VM Forum Team should respond either later this evening or tomorrow.  Once they have got you back in do follow the instructions from @coenoby to access the My Virgin Media account for the secondary address and set the security answers.

[Nathan_B]

Hi there @LesleyMac05, welcome back to our forum and thanks for your post.

I'm sorry to see that you are unable to access the Blueyonder email. I can certainly help you with this. I'll just need to pop you over a PM to confirm your details.

Regards

Nathan

[LesleyMac05]

Hey Nathan,

Did you receive my reply OK?

I don't see anything more from you following that.

Hope to hear from you soon

Lesley 

[LesleyMac05]

You get a much better response by using Twitter (@virginmedia)

A helpful guy there set/sent a temporary password 

[Lee_R]

Hi @LesleyMac05, thanks for getting back to us.

Sorry to hear that you had to go to another platform to get the assistance required.  Does this mean that your Wife's blueyonder email access, issue has been resolved now?

Regards

Lee_R