Forum Discussion

ed0906's avatar
ed0906
Joining in
3 years ago

Unable to reset password

Hi,

It appears the password validation isn't working. I have got through to the "Choose a new password" but litrally every password I try is "Strength Invalid" and "Does not meet the requirements"

I have tried passwords with mixed case, over 8 characters, numbers, symbols, none of which contain my username. Everything fails.

Please fix this as I cannot access my account.

  • ed0906's avatar
    ed0906
    Joining in
    3 years ago

    Can confirm this is not fixed 😕

     

    I have tried to reset my password this morning and every combination I try is "Strength: Invalid"

    • John_GS's avatar
      John_GS
      Forum Team
      3 years ago

      Hi ed0906

      Thanks for posting and welcome to the community

      Does it let you change it despite saying that?

      Kind regards,

  • ed0906's avatar
    ed0906
    Joining in
    3 years ago

    FYI This is when trying to log into my broadband account.

    I've tried multiple browsers on a Macbook pro: Chrome & Safari. No luck.

  • Matduthie21's avatar
    Matduthie21
    Joining in
    2 years ago

    I am having the same issue, been trying to reset password to sign in since last month and have now missed two payments as I can’t access my account! Please help

  • mkell's avatar
    mkell
    Joining in
    2 years ago

    I am experiencing this problem, is there a solution?

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 years ago

      Good Morning mkell, thanks for your post on our Community Forums, and a very warm welcome to you!

      Sorry to hear you've also been experiencing this issue.

      Check out the envelope in the top right hand corner for a private message from me.

      Kindest regards,

      David_Bn

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 years ago

      Thanks for working with me via our private messaging conversation mkell, and I'm pleased we were able to have this resolved for you today.

      Do please feel free to come back to us if you experience any further issues with the services.

      Kindest regards,

      David_Bn

  • payne2k's avatar
    payne2k
    Tuning in
    2 years ago

    I'm having that issue here, even using virgins recommended password generator it accepts none of it. Out of contract and issues like this make me think about another service odd how this issue has been around a long time and no fix has been generated for it.

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      2 years ago

      Hi payne2k,

      Thank you for reaching out to us in our community and welcome, sorry to see you have been unable to reset your Online Account password, this is really frustrating, especially as you are using a password generator.

      I will be more than happy to help you reset this, I will send you an invite into a private chat, please click on the while Envelope to accept.

      Regards

      Paul.