Secondary email account password resetting

[Nigelnovice]

Hi, My son needs his email (old NTL like mine) resetting, I used to be able to do it, now all I can do is either delete account or create new, advice please,
regards.

Nigel

[Graham_A]

@Nigelnovice 

Secondary account changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Update Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

[Nigelnovice]

Signing into the account wouldn't be a problem if they could remember the password.

Nigel

[Graham_A]

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@Nigelnovice wrote:

Signing into the account wouldn't be a problem if they could remember the password.

Nigel

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That's why the second link is there. Use the forgotten password route.

[Nigelnovice]

The trouble now is the date of birth and his mothers maiden name are not being accepted, what was wrong with the lead account having the ability to reset family aka children passwords - can't see the advantage of spending 40 minutes on the phone and all they keep offering is to merge mine and his account !!!!! when I could in the past log on and click done - progress eh

[Graham_A]

I believe that the change was made to improve security of secondary accounts.

I don't agree with the changes they have made.

A member of the VM Forum Team staff should be able to help you with this when they reach this thread.

[Jodi_S]

Hi Nigelnovice,

Thanks for posting on our community forums. Sorry that you're currently experiencing issues when  trying to reset you sons old NTL world email address. 

Can we ask if this email address is linked to an active account currently, and is the account in your name?

Kind regards Jodi. 

[Nigelnovice]

Hi Jodi,

Yes account is linked to a current lead (mine) account that is used daily and 3 other secondary that are current, 1 is mine that I use on selling sites, the rest family.

Nigel

[John_GS · Accepted solution]

Hi Nigel, 

I'll send you a PM now.

Kind regards,

[John_GS]

Thanks for joining me on PM @Nigelnovice

Just to update the thread, this was sorted without the need of us to get involved as the password was remembered.

Best,