Secondary email address

[Jaqm]

Hi,

I am struggling to remember the password for my secondary email address. I have tried forgotten password, I get an error saying I’m not allowed to change this online. Is there anyway I can change the password without having to call VM customer services?

I always assumed my ntlworld email and my secondary email had the same password, I take it that’s not correct?

Hope someone can help please? 

[coenoby · Accepted solution]

---

@Jaqm wrote:

I have tried forgotten password, I get an error saying I’m not allowed to change this online. Is there anyway I can change the password without having to call VM customer services?

From what you say "I am struggling to remember the password"  it does not seem that you have been affected by an ongoing issue with the VM password reset process (see these posts from VM https://community.virginmedia.com/t5/Email/Password-reset-emails-Roger-Philip-Investigating).  However, given the present circumstances it may be that you will end up having to call in.

Your only other option is to wait for your post to be picked up by one of the VM Forum Team (VM employees who support this forum) and see if they can arrange to have the password reset for you. They will need to go through security questions with you to ensue that you are the main account holder for a live VM broadband contract.

I always assumed my ntlworld email and my secondary email had the same password, I take it that’s not correct

Each VM email account has its own separate password. Primary and secondary email accounts do not automatically have the same password.

When the VM account holder (presumably you) set up that secondary email account they would have set the password for that new account to whatever they wanted. Whether that was the same as the password on the primary account (definitely not recommended by the way) was up to them. 

Keep an eye out for one of the forum team to contact you via this thread. They may be able to help you but it may well be that you need to contact customer services.

I hope that's helpful.

Coenoby

---

[Jaqm]

Thanks for your response Coenoby, hopefully a VM forum member picks this up as i’ve seen people saying when they’ve phoned they’ve changed the password for the main account.  

I always have my secondary account signed into my iPad and iPhone but a few days ago both kept saying there was an error with the account, no password provided.  I never changed the password so unsure why my password was all of a sudden changed.  I had to change the password for my main account as it was hacked and sending out emails to random people, so unsure if the secondary account was affected also.

Thanks

[Vikki_M]

Hi @Jaqm

Thank you for your post and welcome to our community.

I am sorry to hear about the issues you are having with the email password. 

I will send you a private message so we can get some further details.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.