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Jethro
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Secondary email password reset

I am having problems resetting the password of a secondary email address.

I have tried Forgotten your Password? | Reset Here | Virgin

...but my answer to the security question was not accepted. I have called 150 and gotten through to a call centre, but they have no access to secondary email addresses.

I am at a loss as to what to try next. All suggestiosn gratefully received!

 

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用心棒
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Message 2 of 15
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Re: Secondary email password reset

I find the “cannot reset secondary account password” excuse unbelievable.

Issue has been flagged to the forum team who are nest placed to help further; be aware that it can take them a few hours / days to respond.

-- 
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Martin_N
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Message 3 of 15
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Helpful Answer

Re: Secondary email password reset

Hi Jethro,

Thank you for your post and welcome to the community. 

I'm very sorry for the issue you've had resetting the password for that email address.

I am more than happy to help with getting this resolved for you. 

I will private message you so I can confirm some details. 

^Martin

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Jethro
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Re: Secondary email password reset

After I supplied security details, Martin set up a new password for me. I am very grateful.

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Martin_N
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Re: Secondary email password reset

Thank you for chatting with me over Private Message Jethro. 

I'm glad we were able to reset that for you. 

^Martin

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Kitch88
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Message 6 of 15
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Re: Secondary email password reset

Hi Martin.
I have the same problem with a number of Secondary email addresses.
Could you please contact me to try to resolve the issue.

Thanks in anticipation.
Jon...

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Paulina_Z
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Message 7 of 15
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Re: Secondary email password reset

Hi @Kitch88,

Welcome to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with resetting your secondary email password on your online account!

Have you been able to check if you're able to reset the passwords from your online account? You can take a look at our Login Problems page for more information about how to do this.

If this issue continues after this, please let us know and I'll be more than happy to investigate this further for you.

Thank you.

Paulina_Z
Forum Team



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lwest3407
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Message 8 of 15
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Re: Secondary email password reset

I too am having the same secondary account password reset issues. Do not understand why we were kicked out of the account in the first place as there were no viruses or malware on our device even though virgin said there was. Need help as my partner is getting annoyed at not getting her emails.

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Travis_M
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Message 9 of 15
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Re: Secondary email password reset

Hi @lwest3407

 

Thanks for posting on our community forum and sorry to hear about your email issue.

 

What is the exact error message you get when trying to reset the password for the secondary account?

 

Regards

Travis_M
Forum Team



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Kitch88
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Message 10 of 15
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Re: Secondary email password reset

Hi Travis_M

I am still having problems.
We used to be able to reset passwords for all secondary email accounts on the Virgin Media website.

This tab / option is no longer there for secondary email accounts.
The only option we have now is to Delete a secondary email account or to add a new address.

I need to be able to Manage my Account passwords for my existing secondary email addresses.

Please can you HELP !!

Thanks in anticipation...
JON.

 

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