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Unable to create accounts or EDIT passwords

On our wavelength

I have in the past have created and edited other accounts.

Now I have no option to amend passwords or create a new account

What the hell is going on????

Any advice????


Very Insightful Person
Very Insightful Person

@Bootney wrote:

What the hell is going on????

I'm not a VM employee so I am just posting what I know as a regular user of this forum.

There have recently been two significant changes to the VM email service neither of which have been widely publicised by VM:

1) There was a paragraph in this email helpsheet that says "Please note, Virgin Media no longer offers the ability for customers to create new Virgin Media email addresses. Customers with an existing Virgin Media email address will not be affected; their mail account will remain as is."

So new VM broadband customers are no longer offered free VM email accounts as part of their broadband package and existing VM customers  can no longer create additional secondary email accounts,

2) VM have decided to adopt a new approach to resetting passwords on secondary email accounts.

There are two routes for resetting  the password for a secondary account. Either:

a) via the "My Virgin Media" account page for that secondary account. So sign in using the secondary account email address and password here  . Even secondary email accounts have a "My Virgin Media" account associated with them but you cannot view the VM bill or broadband contract details. However it will allow you to edit the password for that secondary account.


b) if you cannot go via that "My Virgin Media" route you can use the stand-alone password reset link  but you will need to answer 2 security questions.  That allows you to change the password for the secondary address and a confirmation will be sent to your primary email address,

I hope that's helpful information.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Hey @Bootney,

Welcome back to the community and thanks for taking the time to post.

Have you been able to edit the other accounts with the help offered from @coenoby or do you need any further assistance?