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

[Mattseyboy]

Hi Jodo_S

I have exactly the same problem with a Secondary Email Account for my Daughter, she cant recall her password. 

I have just come off the phone and all that resulted in was the CS agent inadvertently re-setting my Primary Email Account Password despite me spelling out the one i needed re-setting clearly and it resembling nothing like my primary account email address, fortunately I had the new password noted down and have now changed that to something else for security reasons. 

I've been promised a call back by support in 3 days time but the weekend is here and my daughter is pleading with me so could you assist me also please?

Kind Regards,

Mattseyboy

[Carley_S]

Hi @Mattseyboy

Welcome back to the community. 

Unfortunately, the primary account no longer has access to change the details of the secondary account. You're daughter would need to contact us directly themselves to discuss any password changes. 

[tonywright1970]

Reading all the posts, I'm having thr same issue and unable to reset the email password on a secondary email account. 

I've tried the recommended routes, but no like. The forgotten password process does not appear to be working

[tonywright1970]

Hi,

I'm unable to reset my password on my secondary account.

I'm followed all the instruction by cannot get past the DOB and memorable question, which I know are both correct.

I've call customer service, but they did not understand the problem and were unable to help.

How can we resolve the problem?

[jem101]

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@tonywright1970 wrote:

Reading all the posts, I'm having thr same issue and unable to reset the email password on a secondary email account. 

I've tried the recommended routes, but no like. The forgotten password process does not appear to be working

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The problem now with 'secondary' accounts is that they treated as if they are not really associated with the main (primary) account. So if you want to change the password for one of them, you need to either a) log into the webmail interface using the email address and password of said secondary account and change it from there, or, b) If you don't know the password for the secondary account, then follow the 'forgotten password' links on the website for this account. Now this assumes that the secondary account holder has set up recovery answers to certain questions. What, you haven't done that because you didn't know that VM were going to change the arrangements? Oh dear, sorry about that!

The only option then is to contact VM's customer services and ask them to reset said password for you, once that is done, I would strongly suggest that the secondary account holder logs in, changes the password to something else and then sets up recovery answers.

[jem101]

Ignore this, it seems that the forum software has replicated my post for some reason.

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[tonywright1970]

Hi

I contacted VM customer services, explained the situation, but was advised this could not reset the password for security reasons.

They were no able to offer a solution

[Kain_W]

Hi there tonywright1970,

Thanks for your responses, to investigate this further I've dropped you a PM to discuss further.

You'll find the message within the purple envelope icon.

Regards,

[Kain_W]

Thanks for your cooperation over PM tonywright1970,

I'm glad we were able to resolve this for you.

If you do have any future queries then don't hesitate to get back in touch with us.

All the best,

[bonbon2]

Hi

l now have the same problem with my secondary email account. l am very hard of hearing so calling anybody is a waste of time so how do l go about re-setting the password for this account. Entering the my date of birth and security question no longer works !

Any help will be greatly appreciated.