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Changing account email address

Morrile2
On our wavelength

Hello,

A week ago I wanted to change an email address password, only to discover VM have changed the process without sending out any communication on how the process works. However, I went through the steps to change my account email and almost lost the will to stay with VM after a conformation email never arrived, and a week later its still hasn't arrived. Nor any communication from VM other than we are putting prices up, when they fail big time, insult to injury.

So I thought of going through the process again, sadly cannot. 

Morrile2_0-1694768676879.png

Is it possible to send out this conformation email again?, or clear this pending process so I can start the process all again?. As my blueyonder.co.uk account is to go (and good riddance when it does) and a current email address is now assigned to my VM Account meaning, I cannot access that email either and I need access today or ASAP. 

Why on earth have the email and account passwords the same is good security practice remains a huge mystery. So, a few questions that require answers

Q1: Can we have different passwords to account and emails?

Q2: If not why? Using common sense and logic, having changed the account email successfully it's therefore possible to have different passwords.

All I will now say is that I am very vexed indeed!

 

1 ACCEPTED SOLUTION

Accepted Solutions

用心棒
Very Insightful Person
Very Insightful Person

If you cannot migrate away from Virgin Media Mail then consider trying one of the following workaround:

NB sub-addressing should be another option where supported, i.e. john.smith+work@ gmail.com , but alas when I last tried the verification link arrives expired; this bug has been raised with the Virgin Media

See where this Helpful Answer was posted

22 REPLIES 22

Daniel_Et
Forum Team
Forum Team

Hi @Morrile2, thank you for your post.

We're sorry to hear about the problem you're having and that you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

用心棒
Very Insightful Person
Very Insightful Person

@Morrile2 wrote:

Hello,

A week ago I wanted to change an email address password, only to discover VM have changed the process without sending out any communication on how the process works. However, I went through the steps to change my account email and almost lost the will to stay with VM after a conformation email never arrived, and a week later its still hasn't arrived. Nor any communication from VM other than we are putting prices up, when they fail big time, insult to injury.

So I thought of going through the process again, sadly cannot. 

Morrile2_0-1694768676879.png

Is it possible to send out this conformation email again?, or clear this pending process so I can start the process all again?. As my blueyonder.co.uk account is to go (and good riddance when it does) and a current email address is now assigned to my VM Account meaning, I cannot access that email either and I need access today or ASAP. 

Workaround for this issue to:

  • submit a different Sign in Email Address
    For example, test@example.com —in this case there is no server running for the message to be delivered to, i.e. mail delivery fails and is returned to sender.
  • resubmit the original Sign in Email Address and this time keep the page open until you receive the verification link email


Why on earth have the email and account passwords the same is good security practice remains a huge mystery. So, a few questions that require answers

Q1: Can we have different passwords to account and emails?

The account password and webmail password will remain the same but for email clients, like Thunderbird or similar, you will need to generate an App Password, read more here Login problems | Virgin Media Help under I’m having Virgin Media Mail sign in problems, Changed your sign in details and trying to access webmail

Q2: If not why? Using common sense and logic, having changed the account email successfully it's therefore possible to have different passwords.

The new Sign in Email Address will receive a code that must be entered when completing certain account actions, i.e. change of password, security questions, etc. This is how Virgin Media have chosen to implement multifactor authentication to help secure user accounts.

-- 
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

So many other ways to secure emails without having to jump through so many hoops, especially when it was VM that got hacked and revealed all the info. However, I digress as your workaround is not clear. Can I assume we enter the real email address, select forgotten password and it's at that point we enter the fake email address, once that fails, we then enter the real email address and wait for the verification link email and take it from there?

用心棒
Very Insightful Person
Very Insightful Person

Yes you can enter a real email address; just ignore the the verification link received.

Hopefully the following scenario will make things clearer.

  • I sign into My Virgin Media and select Account settings > Account details > Edit (located adjacent to Email address) as I wish to change my Sign in Email Address (or am being forced to do so because I want to change the account's password) from richard.branson@virginmedia.com to richard.branson@example.com resulting in following:
    2023-09-15-a.jpeg
  • For whatever reason I close the page before receiving the verification link
  • Having not received the verification link I try to repeat the previous steps but am blocked from doing so with the following error:
    2023-09-15-b.jpeg
  • To workaround the issue I enter an alternative email address of richard.branson@example.org and select Save resulting in following:
    2023-09-15-a.jpeg
  • Without waiting to receive the verification link aelect Back and Edit to change the Sign in Email Address to richard.branson@example.com and select Save
  • Wait for verification link to be received before closing page; if it does not arrive after 5 minutes select the send it again link

    If the verification link still has not been received and you have checked the Spam folder then post back here with its domain and format of username, for instance <first name>.<last name

Morrile2_0-1694861629903.png

It's now beyond a joke, as no one can say what additional details are missing when it's been working for decades

Morrile2
On our wavelength

The account and email have different passwords, as I can only get into My Account because I have biometrics set up

用心棒
Very Insightful Person
Very Insightful Person

@Morrile2 wrote:

Morrile2_0-1694861629903.png

It's now beyond a joke, as no one can say what additional details are missing when it's been working for decades


The reasons for this issue arising now are:

  • primary account can no longer manage secondary account beyond its deletion
  • there was no requirement previously for secondary account's to have their additional details set, i.e. date of birth, security question and security answer

The forum team are best placed to help further and this issue has been flagged to them.

用心棒
Very Insightful Person
Very Insightful Person

@Morrile2 wrote:

The account and email have different passwords, as I can only get into My Account because I have biometrics set up


I stand corrected.

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi Morrile2,

Thanks for your post and welcome back to the community.

Many apologies for the issues faced with changing the email address, so we can investigate further I've dropped you a PM.

The message will appear within the envelope icon.

Regards,

Kain