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smbl
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I tried to change the password for my mobile account but whatever I input I'm told it is invalid.

I wanted to look at my mobile account but I could not remember the password so need to change it. I got the link from Virgin but whatever word I try it comes up as invalid. I had this before with my main account and was told it was something to do with my NTL WORLD e-mail address but I can't remember how that was resolved.


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Forum Team (Retired) Mat_H
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Hi Smbl,

 

Thanks for being so patient while I looked into this Smiley Happy 

 

Are you able to change your password to a mix of uppercase and lowercase letters between 8 and 10 characters?

 

The error on our side was to do with the correct password criteria not being displayed.

 

Give this a go and let me know how you get on.


Thanks,


Mat


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Message 2 of 7
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Hi Smbl,

 

Thanks for posting Smiley Happy

 

Sorry to hear you've had some issues changing your password.

 

I've been made aware that this is a known issue and our team are hard at work to get this all sorted for you.


Let me know if you have any other queries.


Thanks,

Mat


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smbl
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Message 3 of 7
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Thank you but does that mean I won't be able to access my mobile account?
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Hi Smbl,

 

Thanks for coming back to me Smiley Happy

 

While the ongoing issue with the password is being worked on, you'll be unable to access your account if you're unable to remember your password I'm afraid.

 

I'm really sorry for any trouble caused on our part. Let me know if you need anything at all.


Thanks,


Mat


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Message 5 of 7
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Hi Smbl,

 

Thanks for being so patient while I looked into this Smiley Happy 

 

Are you able to change your password to a mix of uppercase and lowercase letters between 8 and 10 characters?

 

The error on our side was to do with the correct password criteria not being displayed.

 

Give this a go and let me know how you get on.


Thanks,


Mat


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smbl
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Message 6 of 7
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Yes it's worked, thank you very much.

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Message 7 of 7
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Re: I tried to change the password for my mobile account but whatever I input I'm told it is inva...

Glad to hear this has worked smbl! Smiley Happy

 

Let me know if you need anything at all.

 

Thanks,


Mat

 


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