Accessing Secondary email accounts

[dillyew]

Thank you Coenoby, this is the first time I have seen (I have read so many) that it looks like we have to actually sign in using each of our so called secondary accounts in order to be able to change the passwords of those accounts individually, is that correct?  When I tried that with one of my secondary emails it seemed to try and force me to use my primary account to sign in and I end up changing the primary password, it is such a pain.  And it is Virgin that has asked me to change the passwords as they think someone is trying to access them!   I followed the previous helpful advice on how to do the changes and all I keep getting on my account settings page is  'Oops looks like something's gone wrong on our side. Please try again' which of course doesn't work!  
If I could get a techie to help me change them that would be even better. Using the 150 phone help never gives the options for this problem!

[Molly_T]

Hi Dillyew 👋 welcome back to the community! 

Sorry to hear about these issues with your secondary email accounts and resetting the passwords for these. 

We can also do this remotely for you, we just need to confirm a few account details first via PM. I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[dillyew]

Thank you Molly_T was delayed as had to stop to cook lunch, now back and ready to update these pesky email passwords with your very welcome help!

[ym792004]

Hi Molly

I'm also having secondary email account access issues. The password has already been reset by VMs help desk and they gave me a temporary one. I get the message "Your Virgin Media Account is Currently Unavailable". I can get to the My Virgin page but not into email. Please fix this problem as this has been going for at least 2 weeks.

Sterl

[dillyew]

Hello Coenoby, your explanations have really opened my eyes as to the email set up that is being operated by VM and for that I thank you.  I received your clear explanatory response a few weeks ago and since then 3 separate 'tickets' have been raised to try and solve my email problems. I can see the mail on the VM website but it is not coming through to my Mac server. I just wanted to update the passwords which has caused the almighty problem. I understand each subsidiary email has to have its own account now - and of course when I try to set them up separately, each of them needs a different non-VM email which is ridiculous.  Everything worked well even though on my account it said "The entered credential or authentication does not work or is no longer accepted by provider. Please change them"  But of course I cannot.    One of the IT team said he gave all the emails the same password for me and I just had to update them, but it still will not accept changes and now none of the emails work on my Mac. i enter the new recommended 19 character 4-word ones and even after saving, the 8 character dots show it is just not accepting it! See attached screen shot. Are you able to tell me whether the credential problem is my end or VM end please?
Shouldn't a password change option show as such not just 'Edit' but with the ability to confirm by a second entry?
Appreciate your help so much. I think logically so your explanations mean a lot.
Regards Delyse/Dilly

[coenoby]

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@dillyew wrote:

"I just wanted to update the passwords which has caused the almighty problem. I understand each subsidiary email has to have its own account now - and of course when I try to set them up separately, each of them needs a different non-VM email which is ridiculous."

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I am not sure why you have posted on this thread rather than the one you originally used but hey ho.😊

In fact you don't have to set up new My Virgin Media accounts for these secondary email accounts because they are already set up by default  To access them you use this link https://www.virginmedia.com/my-virgin-media   and enter the email address of the secondary email account that you wish to access. Then enter its current password when prompted.

"Shouldn't a password change option show as such not just 'Edit' but with the ability to confirm by a second entry?"

When you click on "Edit" that takes you to a new screen with two boxes. One to enter the new password and the second to enter it again to confirm it. So it works as you would expect.

"Are you able to tell me whether the credential problem is my end or VM end please?"

Sadly no. The error message is just intimating that secondary email account's password held in the webmail account that you use to access that secondary account's emails is not correct.

In most cases resetting the secondary email account's password and then updating the secondary account's settings in your webmail account will put that right.

I hope that helps a bit.

Coenoby

[dillyew]

Thank you Coenoby for your help and kind comments🙄 I could not find my previous conversation with you so just searched for your name, I knew I would get a sensible reply from you.  I did give it some time last night to try and sign in in the way you suggested which did take me to the proper change of password area which was new to me in the VM realm, but strangely even though it seemed to accept the new password suggested by the system, when I hit 'save' nothing seemed to happen, so I am going to have another go today.  I sought help because I find the VM maze a nightmare to navigate, perhaps its my age (80s!) Thanks again, I dont think for a minute this will be the end of it!
Regards
Dillyew

[dillyew]

Its me again Coenoby, sorry....As I thought, it really does not seem to work for me, I used your recommended links and found where to change the password, I let the system enter a recommended password and then it tells me its no good!  See image, I can show that because I have not shown my email and it didn't work anyway.  At the top where it says in blue "looking to change password go to VM mail settings, " I have tried that and it tells me to select another password as it needs to verify me, even though it has just used the Biometric to verify me and it wants me to put the non VM email in, and that is not the one I want to change and so it goes round and round in circles.  It used to be so straightforward. I will have to admit defeat and call for assistance.
Thanks for trying.
Dillyew

strstraightforward., 

[Robert_P]

Please make sure they meet these criteria's:

• Minimum of eight characters.
• At least one digit.
• One upper case letter.
• One lower case letter.
• One of the following special characters “ @ # $ % ”

Rob

[dillyew]

Thanks Robert, its VM auto passwords that get suggested which obey that. I have tried with my own entry following the 'rules' as mentioned by you but it makes no difference, it just will not save.