Secondary email not working

[lynnh]

My husband has the secondary email on our account and it has stopped working.  Can’t receive or send emails. Tried the generate app password and changing the email address to verify but it just says this email is not verified.  We have clicked the link on the email sent to a different address.  Been trying for over 4 days to try and sort!

[coenoby]

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@lynnh wrote:

 it just says this email is not verified. 

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So when you clicked on the link in the verification email which username did you enter in the sign in screen that generated that error message?

• your VM email address
• or the non VM email address that the verification email went to?

To be honest, it's be a long time since I went through that process but I'm pretty sure that you have to enter your new username (so the non VM email address) and your password into that sign in screen. That should then take you to your VM account.

Certainly once the account has been verified you will always have to enter the non VM email address you have specified as the username when signing into your My Virgin Media Account or your VM webmail account.

Coenoby

[lynnh]

Many thanks for that, i have clicked on the link to verify my non-virgin media email address, it takes me to the page to enter the email address and password which i do and it says email address not verified.  Still have no way of accesses emails just goes round in a circle!!

Please help!

[Ashleigh_C]

Hi there @lynnh 

Thank you so much for your post and welcome to the community forums, it's great to have you back.

I am so sorry that you have faced this issue with your service and thank you again for posting. Can I just check, are you still able to log in with the original username rather than the one you have tried to verify? If you can log in does the secondary email still show on the account? 

Can I also just check are you trying to change the log in username to the secondary email in question?

[lynnh]

Thanks for help.  The verification email has now worked after many attempts so have managed to generate app password.  This is not an easy process!!

[coenoby]

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@lynnh wrote:

The verification email has now worked

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That's good to hear.

Do bear in mind that VM stopped issuing new email address more that 2 years ago. Since then all new VM customers have had to use their own email accounts to sign up to VM and existing customers can no longer create additional new secondary email accounts. 

The future of the VM email service is not clear but VM do still support existing VM email accounts that are linked to a live VM broadband contract. However, when / if  you terminate your VM contract all email accounts linked to it will be deleted after 90 days.

You obviously have a non VM email account so my advice would be to start migrating across to using  that email address rather than relying on your VM email account.

Coenoby

[Matthew_ML]

Glad to hear all this is now fixed.

You know where we are for future reference  🙂