Unable to access secondary email address

[kirsty8]

Hi, we’ve been unable to access my husbands email account (the secondary email on the account) for 2 weeks now.

We have both had our email addresses for over 20 years with no problems before.

I have contacted the help desk a few times, then connected via WhatsApp to the help team but still can’t access it. Been told that all secondary emails are now only for back up and no longer accessible. This can’t be correct can it?

Tried to change the password but that isn’t working, get as far as date of birth and security question but then no further.

We have a holiday booked next week and all of the information is in his emails 🤦🏼‍♀️

Can anyone help please?

[Graham_A]

@kirsty8 As the forgotten password process is failing for you the VM Forum Team staff will need to assist you with this.

They will contact you via this forum and are likely to ask that you confirm that you have a current VM broadband account and that the email address concerned is part of the account.

What you have been told about secondary accounts is nonsense by the way.

[Ashleigh_C]

Hi there @kirsty8

Thank you so much for your post and welcome to the forums, it's great to have you here! 

I am so sorry to hear that you are facing this issue with your secondary email account and thank you so much to @Graham_A for their help so far on this issue. 

Can I ask if you are able to confirm that you are able to confirm that this email is linked to a live and active broadband account? 

Thank you. 

[kirsty8]

Thanks Graham.

Unfortunately I have been told so many things by the help desk/WhatsApp support my head is spinning. One person told me to leave my internet switched off for exactly 23 minutes, make sure it’s exactly, then restart which would fix everything.

Im really disappointed in the lack of official support, so much so I’ve logged a formal complaint. But then that hasn’t worked either as no reference number provided or a confirmation of receipt within 48 hours either.

K

[kirsty8]

Hi Ash yes it is

[Graham_A · Accepted solution]

@kirsty8 Sorry that you have been getting the run around from support.  I'm sure that @Ashleigh_C will do their best for you when they respond.

[jem101]

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@Graham_A wrote:

@kirsty8 Sorry that you have been getting the run around from support.  I'm sure that @Ashleigh_C will do their best for you when they respond.

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Of course by 'given the run around';, please read 'outright lied to'.

You might want to consider that when deciding whether keep VM as a broadband provider once your minimum term contact is up.

[Ilyas_Y]

Hey @kirsty8, thanks for reaching out to us.

Sorry to hear about the troubles you've had with the secondary email address.
I will assist in getting this sorted.
I will invite you to a private message - watch out for the purple envelope inviting you in.

Kind regards.