Manage other My Virgin Media accounts

[Bart666]

Hi, My wife cannot access her emails, I was going to reset her password as she is unsure what it is.

the email account is set up within my main virgin media account. and is reached by going into manage other accounts. unfortunately it just gives me the option to delete (shown Below), rather than change like it used to.do

I have tried resetting her password online but it does not like to do it as its not the main account, I put in her email & put in my DOB & Security answer. as the system does not have that info for her, but does not work.

is there a solution to enable us to reset the password.

your help will be appreciated.

[coenoby]

---

@Bart666 wrote:

is there a solution to enable us to reset the password.

---

Virgin Media have recently changed the way you reset the password for a secondary email account.

The route now is to do it via the "My Virgin Media" account for that secondary email account . Enter the secondary email address and password into this sign in page  https://virginmedia.com/my-virgin-media .

You can then get to the page to reset the password by clicking on "Update settings" and then "Account details".

Unfortunately, that all assumes you know the existing password however you could try that route if you have an idea of what the existing password is.

There is also the forgotten password route https://www.virginmedia.com/my-virgin-media/forgotten-details/password which I assume you have already tried. The security information for a secondary account defaults to the information for the primary account unless that has been changed in the secondary email account's  "My Virgin Media" account.

What error are you getting with that forgotten password page when you enter the security information? Does it give an error message or is it that the page just does not move on to the next step?

The first thing is to try that "My Virgin Media" route for the secondary email account and see if you can get in. If you can you will be able to change the password from there.

If not, it may need one of the Forum Team (VM employees who support this forum) to get the password reset for you.

Coenoby

[Bart666]

@Coenoby

Many thanks for this.

Unfortunately we cannot remember her email password.

and on   https://www.virginmedia.com/my-virgin-media/forgotten-details/password  it does not give an error message & just goes back to same page and does not move on to the next step. 😞

so I guess we need some help to reset it as you suggest.

Kind regards

[coenoby]

---

@Bart666 wrote:

so I guess we need some help to reset it as you suggest.

---

I have escalated your post to the Forum Team so one of them should contact you via this thread, probably tomorrow.

BTW, I have assumed that you are a VM broadband customer, I hope I'm right there.

Coenoby

[John_GS]

Hi @Bart666

Thanks for posting. Sorry to hear of the email issues.

I'll send you a PM now to assist further.

Kind regards,

[John_GS]

Hi @Bart666

Thanks for joining me on PM - just to update the thread, this was reset and advice given to do virus scans then after 1 hour access the mailbox 🙂

Let me know how you get on

Best,

[Bart666]

@John_GS  @Coenoby

many thanks for all the help. issue now resolved.

Regards

[John_GS]

Hi @Bart666

Thanks for joining me on PM and allowing me to sort this for you 🙂

Just to update this thread, this was sorted via a password reset and virus scans being ran 🙂

If you do ever need anything, please pop back and we'll be delighted to assist further.

Best,

[Clemenza]

Hi

I have this problem also. I was experiencing issues with a secondary email within my VM account, so I attempted to change the password linked to it. For some reason, I cant now access this email from my iPhone as the password is incorrect.

I can access the page that indicates the other secondary emails linked to my VM primary account, but like others, have only the option to delete my account.

I really don’t want to lose this email address and would appreciate some Forum Support if possible.

Reg

[coenoby]

---

@Clemenza wrote:

I can access the page that indicates the other secondary emails linked to my VM primary account, but like others, have only the option to delete my account.

---

As I posted earlier in this thread,

"Virgin Media have recently changed the way you reset the password for a secondary email account.

The route now is to do it via the "My Virgin Media" account for that secondary email account . Enter the secondary email address and password into this sign in page  https://virginmedia.com/my-virgin-media .

You can then get to the page to reset the password by clicking on "Update settings" and then "Account details".

Unfortunately, that all assumes you know the existing password however you could try that route if you have an idea of what the existing password is."

Have you tried that?

Coenoby