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johnxf
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Updating password on an account

I am trying to update my wife's email address password and I've forgotten her details. When I say that I can't remember the password, it directs me to myself to change for her.  However, when I log in to my account it says that it is a secondary account.  I need to be in the main account where I can get to a section called, Manage Accounts.  How do I get there?

 

 

 

 

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Graham_A
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Re: Updating password on an account

You need to login to My Virgin Media with your primary username and password.

If you aren't sure of the primary username you can check it here:

virgin-media-reset-username-and-password 

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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. Learn more

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johnxf
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Re: Updating password on an account

I tried this but it keeps taking me to a secondary account where I can see my details but no-one else.

I also tried putting my wife's details in but I can't remember her security question answer, so it references back to me...

I'm in a loop at the monent

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johnxf
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reset password

I am trying to update my wife's email address password and I've forgotten her details. When I say that I can't remember the password, it directs me to myself to change for her.  However, when I log in to my account it says that it is a secondary account.  I need to be in the main account where I can get to a section called, Manage Accounts.  How do I get there?

I was given some advice to get my username through the process of surname, account number and area code - which I did but I end up in a loop as the account under my name is a secondary account.

I need to get to the main account so I can, Manage Accounts...

 

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Chris_W1
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Re: Updating password on an account

Hi Can you update the password on your account, and try again to see if anything changes. This would be the password for the primary email address. Chris 

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johnxf
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Re: Updating password on an account

Hi Chris, 

Actually, I just tried that with my email and it still takes me to a secondary account. 

Not sure what to do? 

Regards, 

John

 

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johnxf
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Re: Updating password on an account

Hi Chris,

I don't know why this is taking so long to resolve.

If you have all of my details and password, surely you can tell what the primary email address is etc?

I believe it is mine, however if its not then you will need to let me know,

Also, could I share my screen with you?

Regards,

John

 

 

 

 

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Chris_W1
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Re: Updating password on an account

We have had to change the primary email password, can you confirm your new password? What would you like it to be? Chris 

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Chris_W1
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Re: Updating password on an account

Once we have the new password we will be able to get this resolved for you ^Chris 

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Sololobo
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Re: Updating password on an account

You need to be sure you are logging in to My Virgin Media and not one of your email accounts.

https://www.virginmedia.com/help/virgin-media-mail-how-to-change-email-username-or-password




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