Myvirginmedia email not working

[jmstocka26]

My wifes email ( using safari email app, stopped working )

Tried online chat but the person didn't understand the issue.

We found online answer, which was we needed to generate a password using the password generator on your myvirginmedia account, when we tried this, it requested to change our current email address to a different one, my wife only has a VM email address, so we changed it to a google mailmaccount I had.

We got the verification codes through, then generated a password for safari and got that working again.

However my wifes VM email login to myvirginmedia changed to my google account, contacted VM online, the resolutions team said " we cant help " 

Contacted VM on twitter, after several back and forth messages, they said they couldn't help as my wife needed to post thru twitter ( she doesnt use that ) or post on here, ( she cant access myvirginmedia )

We are currently on hold to online help ( last time was no help )

The issue is, that no one from VM seems to understand is as follows

Why do you need to change email address to generate a password ( why not use a secondary email or send codes through phone text, like most companies verify its you  )

Why once you have changed email address to pick up the verification code, can't you change it back, to your original email address.

Now we cannot access her myvirginmedia account online, as the password no longer works and when trying to reset password, we get the link to change password but no matter what password you try and input, the VM system will not accept it, even when you type in one of their suggested random codes like adfytre-ghuiopz-sdgwetr, a code like that or similar isn't acceptable.

[Graham_A]

You can read up about the change in username here: https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

Having changed your wife's username to a gmail address she now needs to use that together with the account password (not the generated app password) to sign into her My Virgin Media account or VM webmail.

Email apps require the full VM email address as the username together with the generated app password.

So, in essence, each VM email address now has two different usernames and passwords depending on how you access the account.

Having changed the username to a third party email address you cannot then change it back to any VM email address as all usernames going forward need to be third party addresses.