Secondary email account

[andrewaero]

I have a secondary email account. I have forgotten the password. When I enter the email account name and click on 'forgot password' it takes me to a page headed 'reset your password'. When I enter the secondary account email address it says 'Please ensure you provide the email address you use to sign in to My Virgin Media'. As I say it's a secondary email account, not the one that holds all my account details. Any ideas how I can get around this please?

[goslow]

Each VM email now has its own 'My Virgin Media' login where you can change passwords etc.

You may be required to provide a third party email address (as part of some recent VM updates).

https://www.virginmedia.com/help/broadband/manage-email-account

and

https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

You may run into further problems just because it is VM and many customer web interfaces simply don't work properly in which case you may need to post back for help from the VM forum team.

[andrewaero]

Thanks for responding; however, it won't let me sign in to My Virgin Media with that email address. As I set out in my original post when I go through the steps for forgotten password it responds as if I've entered an incorrect address

[goslow]

Have you gone through the process of providing a third party email address for that account yet?

If you have you use the third party email address as the user name and your VM account password.

If still no good, wait for a VM forum team reply. They usually respond within a few days.

[andrewaero]

As I say I've forgotten the password

[Graham_A]

@andrewaero It may be that the secondary account is not connected to your current Virgin media broadband account.  When you log into the My Virgin Media account for the primary account and go to Account Settings > account details and scroll down to the Manage other My VM accounts section does the secondary account appear in the list?

Whatever the answer you will need assistance from the VM Forum Team staff.  They will respond here in a day or so.

[andrewaero]

Thanks for replying. No it's not listed

[Graham_A]

@andrewaero In that case the VM Forum Team will be able to investigate but don't be surprised if the outcome is that the 'orphaned' account is gone for good.  Sorry to be the bearer of bad news.

[David_Bn]

Thanks for your post on our Community Forums @andrewaero, and welcome back to our Community Forums!

Sorry to hear of the issues experienced with the E-Mail address.

Please check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn