Secondary email account disappeared

[Ian1951]

I have the same problem as others on the forum. My primary ntlworld email is working fine but my wife's secondary account is not. Her Live Mail client is not able to connect to the server despite us entering what we are 99% sure is the correct password.

I have checked on my Virginmedia account and her email is listed there but as I say is not accessible. About the only option I see is to delete it but I definitely do not want to do that. There was an option somewhere to change the password but this asked for security information which I don't remember ever setting up.

Could some kind person please help?

[用心棒]

Do not delete the account.

To reset the password:

• go here Forgotten your Password? | Reset Here | Virgin Media
• enter email address of account for which the password is to be reset
• then follow the instructions provide

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[Ian1951]

Thank you VIP. I tried that but was asked for security information that we never remember giving so that didn't work:(

Any other thoughts

[用心棒]

Issue has been flagged to the forum team who are best placed to help further; be aware it can take them a few hours / days to respond.

[Ilyas_Y · Accepted solution]

Hey @Ian1951 thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm so sorry to hear about the troubles you're having with the email address.
I will assist you in investigating this email and getting the issue resolved.
Watch out for the purple envelope inviting you in to a private chat.

Kind regards.

[Ilyas_Y]

Hey @Ian1951 thank you for speaking with us today!

I'm glad we have been able to resolve the issue and sort out the email issue.
As always - we're here if you need anything 🙂

Kind regards.

[Ian1951]

With thanks to Ilyas, this has now been resolved.

[Ilyas_Y]

Happy to assist as always 🙂

Kind regards.