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Unable to access secondary email mailbox

Just joined


I have had a secondary mailbox for a number of years and use it as my primary email account for business emails, jobs etc. I currently have it connected to my Outlook application, and have been using it primarily like this for a number of years with no problems, Iam still receiving emails to this email address and can send out emails to most domains, however some have started to bounceback recently.

I have tried to log in to the account and also webmail, but I am advised that the password is incorrect, now I haven't changed the password so I'm not sure why I'm getting this message. When I try and reset the password, following the instructions on the Email support page ( I then get the error message "Please ensure you provide the email address you use to sign in to My Virgin Media." which contradicts the instructions on the above link.

Is there any other way to gain access to my secondary mailbox, like I would have initially using my primary email account to edit the password to regain control of this mailbox?


Very Insightful Person
Very Insightful Person

@classic_cor Actually the instructions aren't contradictory but could be explained better. 

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: 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
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


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Thanks Graham. 

Anyone out there from Virgin following this?  I have two email addresses in the account I hold.  One is blueyonder, which is mine, and one other which is which no longer can be used.  This has happened due to a change Virgin staff made, apparently without thinking first how it would affect customers. 

That being said, the problem is now with ITT, with the promise (!!) it wil be sorted within 5 days.