Unable to change sign in email address

[nicka62]

Me too!  Help please.

[用心棒]

Why are you unable to change your Sign in Email Address?

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[nicka62]

because ...I can log into the VM account and hit the "change email" button, then it correctly sends me a login code and lets me enter a new email address, but then it says:

"You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes".

So I go to the new email address and find the verification email, hit the verify link and it says:

"The link in the email we sent to [current login email] has now expired. You'll need to request to reset your password again".

And round and round this loop we go.

[Carley_S]

Hi @nicka62 

Welcome back to the community forums 

Sorry to hear you're having this issue. I can see that an agent is supporting you already on this issue through private message. Should you have any further concerns at all and need support, please reach back out to the agent who will be able to assist further on this. 

[nicka62]

No, an "agent" is not supporting me.  They refused to do anything because my wife is the named account holder simply because she signed the paperwork some 20 years ago.  It's me that runs our IT and they won't speak to me!

[mingsy]

I had a similar situation last week. The workaround steps are listed below but bear in mind that it didn't work first time but succeeded the following day.

1. Log in with your 'old' email address.
2. Go to where you change your email address. Use a made up email address and follow the instructions.
3. While still on the page change your email address again to the one you want to use. The new confirmation email should then work.

[Carley_S]

Ah yes, this is true.
We would need to speak to the account holder regarding their own login. They will need to contact us themselves directly to continue to this further. 

[LynneVMF]

Thank you so much. This was the final step needed to get my husband's secondary email account accessible again😀

[Matthew_ML]

Glad to hear this has all worked for you 🙂