Password not recognised for one of our secondary addresses. How can I now reset it?

[scarletp]

I am the primary a/c holder and last week I reset my login password for My Virgin Media.  My son is now being asked for the password for his secondary email account and his password is not being recognised.

I thought I would be able to reset his password easily from within My V Media but I cannot find the option now. Things have changed completely.  Have gone through the security questions and that was OK but didn't help me access the secondary account. 

In trying to sort the problem I have ended up having to change my primary password yet again, but there was still no access to reset the secondary one.  Please can anyone offer help..

[Kadrevex]

Few people are having the same problem. My password has been changed twice now after phoning support and getting the issue sorted.

After I regained access I had password reset emails for someone called PHILIP. I cant even reset my password on the virgin media site, after putting in my security details the website just hangs.

[Kadrevex]

If you login to my virgin media using your secondary email address then you might be able to use the password reset button to change it.

[pjh · Accepted solution]

The security model has changed for secondary email accounts. Each account now has control over its security and password. In theory the secondary account holder should be able to use the “Forgot Your Password” feature to reset their password when attempting to login at virgin media. 

I say “in theory” and “should” as the chances of success are dependent on whether the secondary account holder has populated the responses to the security challenges.If not, the VM staff who pop up in this forum should be able to help.

[ModTeam]

Hi @scarletp,

We’re aware that a small number of customers reported that they had received an unexpected email regarding a password change. We have investigated the issue and locked affected accounts. To unlock an account customers should now contact our customer care team on 0345 454 1111 to set up a new password. We apologise for any disruption this has caused.

Kind regards,

Community Moderation Team