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Cannot reset password, forgotten secret answer.

On our wavelength


We're having some broadband issues at the moment and we're advised to install the My VM app to make things easier in the future when it concerns booking technician visits, etc.

Now, the issue is the email that is registered to our account is old (a one that was never used), and I cannot reset the password as my mum (the account holder; I'm her daughter posting this on her behalf as she's not forum savvy) cannot remember her answer to the secret question, and she wants the account linked to her Hotmail instead because she does actually use that one. So, we're stuck at the moment!

We have requisite information such as our recent bill, but any help from someone at VM would be appreciated.


Forum Team
Forum Team

Hi @Lisha


Thank you for your post and welcome back to our community.


I am sorry to hear about the issues your mum is having with her online account. 


The old email account that isn't used, does she have access to that? Could you use it as a one off so she can re set the password?


Please pop back to us when you can. 

Vikki - Forum Team

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On our wavelength

She didn't have access to that email at all, sadly. However, this can be marked as resolved as we spoke to someone over the phone who was fab and changed the email attached to the account to one she can access. We now can use the app. 😊

Even though our broadband has been giving us problems, the customer service we've received from you guys has been great. Thank you all for what you do, as I know customer-facing jobs can be trying at times. I hope you have a lovely weekend. 

Forum Team (Retired)
Forum Team (Retired)

Hi Lisha, 

Thank you for your reply and for letting us know it has all been sorted, that is great to hear. 

If you would like any assistance with the broadband issues, please let us know what has been happening and we will do all we can to help. 

Thank you,