Changed email address

Question

I have a Microsoft account with my old name and a virgin media email address, but changed my internet provider, with new surname and yahoo email address. I can't remember the password for the virgin email and its blocked me. How do I get access to this and merge all my information into my new account?

I've tried the phone number but it tells me to go online. Not very helpful!!!

Answer 1

The old Virgin Media email address is only an alias and sign‑in method for the existing Microsoft account, not a separate Microsoft account that needs to be merged. The goal is to regain access to the Microsoft account and then update its aliases (email addresses and phone numbers) to the new details.

Follow these steps:

1. Recover access to the Microsoft account
   1. Go to the Microsoft account password reset page: Recover your account.
   2. Enter the old Virgin Media email address, phone number, or Skype name that was used to sign in.
   3. Choose how to receive a security code (phone or any other verification method that still works) and complete the verification steps.
   4. Set a new password for the Microsoft account.
   If the email/phone options shown for verification are wrong or no longer accessible, use the Sign‑in Helper tool instead: Sign-in Helper. It will detect issues with the account and guide through recovery.
2. If verification options are outdated or unrecognized
   • When prompted to verify identity and the phone/email options are not recognized or no longer accessible, select I don't have any of these (where available) and follow the prompts to replace the security info. Be aware that:
     • Removing all old security info and replacing it with new info can put the account into a restricted state for 30 days.
   • If the email address is correct but verification options are wrong, use the account recovery guidance here: Help with the Microsoft account recovery form. Ensure a working alternate email is available to receive responses about the recovery request.
3. Add the new Yahoo email address and phone number to the existing Microsoft account Once signed back into the Microsoft account:
   1. Go to the “how you sign in” / account info page: Edit account info.
   2. Select Add email and add the new Yahoo email address as an alias.
   3. Select Add phone number and add the current mobile number.
   4. Verify the new email and phone when prompted.
   5. Optionally, make the new Yahoo email the primary alias so it becomes the main sign‑in address.
4. Remove or de‑emphasize the old Virgin Media email
   • On the same page (Edit account info), select Remove next to the old Virgin Media email if it is no longer wanted as an alias, or leave it but stop using it for sign‑in.
5. About “merging” accounts
   • Microsoft accounts themselves cannot be merged. Instead, keep using the original Microsoft account and update its aliases (email addresses and phone numbers) to reflect the new surname and Yahoo email. All existing contacts, OneDrive, subscriptions, and settings stay with that original account.

If sign‑in is still not possible after these steps and the recovery form is unsuccessful, the account may not be recoverable, and data in that Microsoft account cannot be moved into a new account.

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References:

• My username and password have stopped working
• I can't sign in to my Microsoft account
• Help with the Microsoft account recovery form
• How to add an email address or phone number to your Microsoft account
• Change the email address or phone number for your Microsoft account
• Help with "phone number is already used" in a Microsoft account
• Common problems with two-step verification for a work or school account