Reset NTL email sub account

[SpudGunMcGee]

Way back when NTL still existed, my parents used their email service to create accounts. My fathers email address was created and then he created a sub-account for my mother to use. However, now we need to reset the password for my mothers account but Virgin Media appears to have completely scrubbed the sub account features off the face of the earth. Calling the customer service line three times has gotten us no where as the help desk workers do not understand the problem at all.

I was wondering if any forum staff had any advice to get this fixed as my mother has no access to her email. There used to be a sub account menu on the virgin media control panel to reset the passwords for these 'sub accounts' but, as mentioned previously, this doesn't seem to exist anymore. Any logical answers given for the birthday and security question also do not work.

Can anyone help with this or are we screwed? Thanks.

[coenoby]

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@SpudGunMcGee wrote:

Can anyone help with this or are we screwed? Thanks.

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1) You can still reset the password for your mother's email account a long as:

• You father's VM broadband account is still live
• your mother's email address is still listed in the "Manage other Virgin Media accounts" section of your father's My Virgin Media account
• you know the current password for you mother's account.

VM removed the ability to reset secondary (sub) account passwords from the primary My Virgin Media account quite a while ago. These days you reset a secondary email account's password via the My Virgin Media (MVM)  Account of that the secondary email account.

• Sign into the MVM by entering your mother's email address here https://www.virginmedia.com/my-virgin-media and when prompted then enter the current password for her account. That will take you to the MVM of your mother's email account
• Then click on Account settings and then on  My Virgin Media Account details

You will then hit the second major change that VM have made. You now need you to provide a non Virgin Media email account (for example a Gmail, Outlook.com or Yahoo account) that will become the username for your mother's VM email account going forward, The VM email account and address will remain the same, but in future  she will need to sign in to her webmail account by entering the non VM email address rather than her Ntlworld address.

To continue with the password process, VM will send a verification email to the email address that you specified. You then need to follow the instructions to reset the password.

2) If your mother's email address is not listed in your father's MVM account, or you don't know her current password then you will have to wait for one of the Forum Team (VM staff who support this forum) to contact you via this forum thread, 

As your father is the main VM account holder, they will need to talk to your father before they can access the account. VM are legally bound to only make changes to a VM account (including secondary email accounts) at the request of the main account holder.  The Forum Team will explain all that to you.

Coenoby

[SpudGunMcGee]

Thanks for trying to help, but I must assume you and others see the fallacy of having to know the password for the account to reset the password you don't know for the same account?? The account is still associated as a sub-account on the accounts page but my only option is to delete the account. How do the people at virgin media expect you to know the password for an account you're trying to reset the password for. If I could log in to the account I wouldn't need to reset the password in the first place. I feel like Virgin Media have over engineered the whole process when they could implement a simple two factor authentication service like 99% of other websites.

Thanks for the help and sorry for venting my frustrations here, its not directed at you. After spending three hours on the phone with the customer support team to achieve no result I'm sure you can understand that im very frustrated and have run out of options.

[jpeg1]

If you wait here for a VM person to pick this up, they may be able to get round the password problem.

But your father will need to identify himself as the main account holder. 

[Kath_P]

Hi SpudGunMcGee, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues with resetting the password for the sub account. This is something we can certainly help with however this can only be done with the account holder directly. 

You've mentioned in your first post that the account is your parents. There will only be one account holder named on the bill. Please get them to contact us directly via the forums by setting up their own profile. Once they've done that, we can then help further. 

Thanks,