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Locked out of my secondary account email

Joining in

On Tuesday evening 26th September, my secondary account email 'stopped working', I tried webmail and my account is blocked.

I have spoken to Virgin Media twice on the phone, the first time they changed the account password (why??).  The second time they told me they couldn't reset the password on a secondary email.  (I am working on the assumption that this will at least get me into webmail)

Both times they have had the account holder permission.

The person on Twitter (X)  Thursday and Friday has told me Customer Services should be able to change a secondary account, but that I should ask the community for help.

I have tried online password reset but the information doesn't work (and I have tried the account holder and my DoB - VM didn't know which DoB would be used, with the correct memorable word)

Please can someone from VM tell me the 'magic words' that your CSA's will know what I mean, when I ask for a password reset on a secondary account, with the account holder permission given.

Many thanks.  Helen



Forum Team
Forum Team

Hello Helen7891


Sorry to hear of the access issues regarding one of your email accounts, we understand the concern and appreciate you raising this via the forums. Welcome to the community.


We’re eager to assist with this, I will send you a Private Message to get some more details from you so keep an eye out for the envelope in the top right when signed into the forums.



Hi Robert, can you also help me with the same problem.  I received an email from Virgin last week stating that due to suspicious activity my secoindary email account had been locked.  I've since spoken to your helpdesk for over an hour and all they managed to do was corrupt the logon details for my primary email account.  I really nedd the secondary account sorting out as I use this for receiving importasnt medical notifications.  Thanks.


Hi MarkD5, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've been having an issue with getting your secondary account unlocked. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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