Forum Discussion

dacollie's avatar
dacollie
Settling in
2 years ago

Can’t reset my password

I’ve been sent the email to reset my password and I’m trying to do this but no matter what I put in after about 7 characters it comes up invalid and will not let me progress any further. I have seen other posts where they have been PM’d directly to get this sorted so could someone please help me as it’s not good and I can see it’s an ongoing issue for lots of users. 

6 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi dacollie, 

    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're having an issue with resetting your password. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    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, 

  • SarahJ4's avatar
    SarahJ4
    Joining in
    2 years ago

    I am have exactly the same problem! Can anyone advise how to resolve this?

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      2 years ago

      Hi SarahJ4,

      Thank you for your post and welcome to the community. 

      I'm very sorry to hear about the issue resetting your password. 

      I am more than happy to take a look into this. 

      I will private message you now to confirm your details. 

      ^Martin

  • Rrowley's avatar
    Rrowley
    Joining in
    2 years ago

    I'm also having the same problem.

    I can reset the password to one of my seconary accounts but it doesn't actually change.

    • my_phone's avatar
      my_phone
      Joining in
      2 years ago

      I'm having the same problem too. I manged to get on line yesterday with help from VM cusotmer service but can't get to my secondary virgin media email box. I did set the VM mailbox to forward them to my blueyonder account. I am still worried that now I have been hacked I feel like I need to delete my VM account and ask for all data to be removed. 

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi Rrowley and my_phone 👋

      Thanks for posting, and a warm welcome (back) to both of you.

      I'm sorry to hear you're facing a similar issue. I'm going to send you both a private message shortly, so please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

      Thanks,