@Cazbro wrote:
Can anyone help? This is important because it’s my husband’s only email account and he’s used it for over 20 years.
(My husband subsequently remembered the correct password but again none of the above procedures worked so still can’t access.)
Welcome to the forum.
Virgin Media stopped issuing new email accounts last year and also made some changes to the system. One of those was that secondary (additional) email accounts now all have their own "My Virgin Media" account and can use that to reset their own passwords. As you have discovered, primary account holders can no longer reset passwords on secondary accounts.
Now he has remembered the password, your husband could try resetting it via the new route:
Sign in from here https://my.virginmedia.com/home/signIn with the email address and current password of that secondary email account. That will take you to the relevant "My Virgin Media" account for that email address.
Then navigate to the "Account details" page by clicking on the "Account settings" tab and then you'll see the "Account details" tab. Scroll down that page and you will see a place to edit the password. While you are there, you should set a "Password recovery question" which is just below the password reset option. The fact there is no recovery question set at the moment is almost certainly why the "Forgotten password" route is failing.
If that does not work, you will need to get the password reset by VM. You could try calling customer services on 150, (take the "report a fault" option and select technical issues> email - don't bother getting a text if that is offered). Or, it is probably simply to wait until one of the Forum Team contacts you via this thread. They can get it reset for you.
Try that new reset process first though.
Coenoby
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.
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