Need to reset password on secondary email account

[jh_jones]

Hello,

I need to reset the password on a secondary email account … when I go through the steps, it is not updating … can someone on support help?

thanks

James

[Graham_A]

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

[jh_jones]

Thanks Graham, I tried the forgotten-details link, but it isn’t recognising my email address

[Graham_A]

@jh_jones When you sign into your primary My Virgin Media account and click on Account Settings> My Virgin media account details and scroll down to Manage other My Virgin Media accounts do you see the secondary account listed?  It should either be there as the full VM email address or if you have already changed the username to a third party email address that will be what should show.

[jh_jones]

Graham, thanks again for getting back … it looks like it has flipped my secondary account to a new gmail account that I thought they were looking for when I was trying to update the password earlier today … I have raised a ticket with VM support … praying that they can retrieve the old account and set it back

[Graham_A]

If you have changed the username for the secondary account to a gmail address then you need to use that email address as the sign in when accessing the secondary account along with the relevant My Virgin media password for the secondary account.

The secondary account should not need 'retrieving' as it should still be there.  The only thing that has changed is the username you use to access it.

[jh_jones]

Ahh ok … can I reset the updated account username back to original?

e.g. new.user@gmail.com back to original.user@ntlworld.com 

[Graham_A]

@jh_jones Unfortunately not.  VM now insist on the username being a third party email address.

[jh_jones]

Would be helpful if someone from VM support contributed … not satisfactory that my secondary account is unavailable after c. 15-20 years of use

[Megan_L]

Hi Jh_Jones, 

Thanks for posting and welcome back to our Community Forums 🤗 Also, thank you @Graham_A for your support!

I can see you're unable to login to your secondary email, have you tried following Graham's advice here? - 

If you have changed the username for the secondary account to a gmail address then you need to use that email address as the sign in when accessing the secondary account along with the relevant My Virgin media password for the secondary account.

The secondary account should not need 'retrieving' as it should still be there.  The only thing that has changed is the username you use to access it.

Thanks,

Meg