Email password reset problem

[FrancesAndrea22]

Hello

I had a number of problems in the past years with an ntlworld email account and as a result my email account somehow became separated from my household myvirginmedia account. I now need to set up Mail on a new laptop but the forgotten password function relies on having an associated myvirginmedia sign in. However mine no longer includes the email account in question as a sub account. Please can you help either by resetting the password, or ideally by re-associating the email account with my virginmedia household account so I can manage it. Appreciate we need to continue the conversation via private message. Thanks

Frances

[coenoby]

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@FrancesAndrea22 wrote:. Please can you help either by resetting the password, or ideally by re-associating the email account with my virginmedia household account so I can manage it. Appreciate we need to continue the conversation via private message.

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Just to let you know that Virgin Media changed the way you reset the password for secondary email accounts quite a while ago.

Even if the secondary account was still linked to your main VM account you would not be able to reset this secondary email account from your main VM account .These days the primary My Virgin Media account only allows you to permanently delete secondary email accounts.

Each secondary email account now has its own My Virgin Media account and you have to reset the password form there.

If you do not know the password for this email account then you will have to wait for VM staff to help you.

However, if you do know the password for this secondary email account you can reset it by:

1. Signing into its My Virgin Media account by entering the problem emall address and password here - https://www.virginmedia.com/my-virgin-media 
2. Then go to Account settings, then My Virgin Media Account details
3. Then in the "Security and Sign in details" section press Edit to the right of "Password" and follow the instructions.

By the way, another change VM have made is that you as part of the reset process will have to specify a non VM email address to become the Username for that VM account.

Hope that's useful info.

Coenoby

[FrancesAndrea22]

Thanks for your full explanation. Point is though that I don’t have the password. I am prompted for my household account details, but as this email account is no longer a sub-account, then that doesn’t help ( I can see all the other sub-accounts). And yes I have changed the master account to not be a virgin one’

VM STAFF - WHY HAVE YOU NOT RESPONDED?? This has been unanswered for 2 weeks!!!

[FrancesAndrea22]

VM STAFF - WHY HAVE YOU NOT RESPONDED?? This has been unanswered for 2 weeks!!!

[coenoby]

@FrancesAndrea22 

I have escalated this to the VM Forum Team.

Coenoby

[Kath_P]

Hi FrancesAndrea22, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had some issues with resetting a sub-user password. Whilst we review all posts, as it's a community, if we see a member has replied then we would wait for your response. Looking at the reply from coenoby, this is the information we would have replied with so there was nothing further to add. I can see you replied yesterday though so we can now look into this further for you. 

If the email address is not connected to your VM account then moving this to the account would mean the loss of any other emails you do have connected. Let's take a closer look at things to see what your options are. 

In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,