Unable to access my mobile account that has existed for over 5 years. The password that is accepted when I telephone to discuss the account is not recognised online. After the login failures I have requested online a password reset several times, but I have not received the promised email(s) (it's not in my junk mail), with a link to carry out the reset. I called Virgin today and was advised to try Registering (again) but this requires a password that I do not have. Can anyone help please?
Thanks but unfortunately I have already tried this and it did not resolve the problem. However, some good news I rang the helpline again, and this time they were able to reset my account and I now have online access, so problem resolved.
I thought that the code to reset your online password is sent to your SIM card rather than email.
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