Forum Discussion

Pugs1's avatar
Pugs1
Tuning in
2 years ago
Solved

The entered credential or authentication information does not work or are no longer accepted by provider.

Hello, My Win 10 no longer supports and deleted my email client, so I've downloaded the Thunderbird email client. Thunderbird automatically detected my primary email, so no problem there, but it ca...
  • Graham_A's avatar
    Graham_A
    2 years ago

    Yes the password for a secondary email address will always be different from the primary email unless you chose to use the same password for both.

    Each email address now has its own My VM account

    Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

    Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

    If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

    If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

Pugs1's avatar
Pugs1
Tuning in
2 years ago

Cheers Graham.

Yes, I did originally leave my VM password in the VM mail settings, but I'm just trying anything now.

I cannot even log into my secondary email on VM Webmail. It just keeps saying my password is incorrect. Yet my primary email/password works fine on VM Webmail. Is it possible to have two different passwords for primary and secondary emails? 

And if so, how would I recover the secondary email password?

Graham_A's avatar
Graham_A
Very Insightful Person
2 years ago

Yes the password for a secondary email address will always be different from the primary email unless you chose to use the same password for both.

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

  • Pugs1's avatar
    Pugs1
    Tuning in
    2 years ago

    Many thanks Graham.

    Annoyingly a pop up is saying I cannot change my password without contacting C/S, but C/S is now shut.

    I have managed to reinstate my old version of Outlook, so both my emails are currently up and running again, but as Microsoft are no longer supporting that version, it could disappear again anytime.

    Its been ages since I first set up my "blueyonder" emails/password, probably 20 years, but I only ever recall having the one password, which I have updated a few times over the years. So the only thing I can think of is, I've updated the primary email account/password, without/not realising, the secondary email account has remained unchanged. And somehow my email client (Outlook) has stored both the old and new passwords for the respective accounts.

    It does seem the only logical reason that I can login to my primary VM email Webmail, no problem. But cannot login to my secondary email (via VM Webmail)

    If it turns out to be something totally different I will let you know.

    Thanks for all your help Graham.

    Ken.

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 years ago

      Now that you have mentioned blueyonder that opens up another avenue of possibilities.  In the Telewest/blueyonder days it was possible to create alias addresses as well as secondary addresses.  An alias account would always have the same password and use the same mailbox as the parent email address.  It isn't possible to access an alias email address via VM webmail.