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Secondary Email Locked out

Joining in


Well I have entered an endless doom loop. Impossible to escape. My secondary email is locked out, and it is impossible to reset password.

Could someone for VM please help.

Many Thanks



Joining in

Oh yes. It's a * account

Very Insightful Person
Very Insightful Person

@john_francis 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: 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

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

All the above relies on the email address concerned being attached to your current VM broadband account.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Hi JohnFrancis,

Thanks for posting and welcome to our Community Forums 🙂
Sorry you're having this issue with your secondary email, but I can see @Graham_A has given you some excellent advice. Have you tried to follow this at all?

If so, has it worked? If not, we'll be more than happy to help!

Let us know.