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resetting a secondary email password

Joining in

Hi all

I hope someone can help me as i have been going around in circles on the My VirginMedia website trying to find out how i can reset a password for a secondary email account.

When I have tried to enter the email account and entered "forgot password" it emails a link to rest the password but it sends the link to the email account i can not log into!

I have tried online helpline via whatsapp but have been left hanging after the autobot had finished asking questions.


Very Insightful Person
Very Insightful Person


As long as you know the existing password you can change an email account password for any VM email account. All secondary email accounts now have their own My Virgin Media Account and you can reset /change the password as follows:

Sign in from this link  using the VM email address and existing password of the email account you wish to reset.  That will take you to the relevant "My Virgin Media" account for that email address.

Then click on the "Account settings" tab and then  the "Account details" tab. Scroll down that page and you will see a place to edit the password. While you are on that page, make sure you set up a Password Recovery Question.

Virgin Media have recently made another change to their email service which means that when you reset a VM email password you now have to generate an app specific password to use instead or your webmail password when accessing that email address via any third party email apps or clients on all your devices.

To do that scroll down the "Accounts details" page to "Mailbox app password management." and click on "Manage".

You can then generate an app password which will be in the format:        video-post-mossy-sharp

You will then need to enter that new app password (including the "-") into the password field in the email apps on your various devices.

If you are a VM broadband customer, one of the Forum Team (VM staff who support this forum) can get the password reset for you. One of the team will contact you via this thread in the next day or so.


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

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Forum Team (Retired)
Forum Team (Retired)

Hi phdwsm 👋

Thanks for posting, and welcome back to the Community Forums.

I'm sorry to hear you're experiencing issues resetting the password to one of your secondary emails. I've taken a look on our side, and can see that you've since been in touch with our team, and have been able to get this resolved.

Please do let us know if you need anything else, and we'll be happy to assist.


Reece - Forum Team

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Hello phdwsm.

'Thank you for your post regarding the resetting of your secondary email password.

Have you been able to get this done by following the advice above?

Thanks @coenoby for this.

If you still need any assistance, please let me know and I can invite you in by Private Messaging you and passing security.