Virgin Media Community

[davidpaul]

My original ntlworld address was getting lots of spam, so I created a new viginmedia address

Following a change of phone, old one still connected but screen smashed, I was unable to connect via phone app, gmail, outlook and mail on mac,  message I get is Something went wrong, contact you IT admin

So last Friday I spent 4 hours on the Virgin chat at work, being passed around dept to dept and in the end a lady wanted to reset my password, of which she did, on the ntlworld account NOT VIRGIN, now I can't access either, are these people incompetent, I can access ntlworld on the Virgin website, but not my new address, what the hell is gouing on, I think I may abandon both and create a gmail or outllok adress, it will be safer I think?

[Anankha]

Have you tried logging in to webmail to ensure the username & password are correct?
What server settings are you using?
What phone are you using - Android or iPhone?

[davidpaul]

I amusing android, the only way I can access is from home on my mac, but I need to see the e-mails whilst I am at work, tried using a desktop client and that does not work either

The error message I get Log-in-error

Please check your e-mail & password & try again

I know it is correct

[Chris_W1]

Hi davidpaul, we can only reset the password for the primary email, any additional ones will be need to be changed by the primary account. If you need the primary email password changing we will be able to do this. ^Chris. 

[davidpaul]

I don't think that is the correct answer, so what you are saying is

If I change the password for the secondary account, I can then log in from my phone and my PC at work with this new password?

David

[Graham_A]

Based on the information contained in this thread so far it is likely that the Ntlworld email address is still the primary account.

You can check if this is the case by following the steps here for forgotten username:

virgin-media-reset-username-and-password 

[davidpaul]

It is the primary account, I have reset the secondary password once, to no avail

Can I make the Virgin the primary account?

[Graham_A]

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@davidpaul wrote:

It is the primary account, I have reset the secondary password once, to no avail

Can I make the Virgin the primary account?

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No you can't. There is an option to change the username of the primary account to a third party email address, but that is to be done with supreme caution as you need to understand all the implications.

[davidpaul]

I think I am getting lost in all the answers that do not anwer the original question

I can not access my secondary e-mail address - Virgin away from home

[Anankha]

Did you create a secondary email address or just change the original NTL email to a Virginmedia one?

If the latter then that is the problem as it doesn’t work that way.
If the former & you can log in with the same details via webmail then try setting the account up manually on the device rather than allowing it to enter the server details.