Sorry that you are having problems resetting your password on your online account. Has this been resolved for you now?
If you are still having a problem with this, have you tried as J0hn suggested, clearing your browser cache or trying this on a different device? If this is still ongoing, please get in touch with us by calling in on 789 (Freephone from a Virgin Mobile) or 0345 6000 789 (from any other phone) or 150 (free from a Virgin Media landline). You can also get in touch with us via WebChat: Contact Us so that we can access your account details and find out what's causing this problem.
Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help