Forum Discussion

Dusty_Warrior's avatar
Dusty_Warrior
Up to speed
2 years ago

Cannot log into website - password

I have had occasion to try log into myvirginmedia via the website today. It says incorrect password. Have tried my original blueyounder one and secondary VM one. Both say wrong password. Both passwords are remembered in keychain and edge and I haven’t change them. Trying the usual password reset link says there is insufficient account details to reset (or something like that). Call Virgin for assistance. I am trying to avoid a long and complicated call. Anyone had similar issues and can shed any light it would be much appreciated.

  • Zach_R's avatar
    Zach_R
    2 years ago

    Hi Dusty_Warrior, 

    Thank you for getting back to me via private message so that we could look into this for you. I'm glad that we've been able to address and resolve your concerns.

    Please do let us know if there's anything more that we can help you with.

    Thanks,
     

  • Zach_R's avatar
    Zach_R
    Forum Team
    2 years ago

    Hi Dusty_Warrior,

    Thank you for your post and welcome back to our community forums. We're here to help. 

    I'm really sorry to hear that you're struggling to regain access to your account. Can you try resetting the password again and clarifying exactly what error message appears?

    Thanks,
     

    • Dusty_Warrior's avatar
      Dusty_Warrior
      Up to speed
      2 years ago

      Hi @zach_R

      it says:

      Contact us

      You can't reset your password online right now, as you don't have additional details set up on your account.

      To reset your password, please contact us and one of our team will help you

      • Zach_R's avatar
        Zach_R
        Forum Team
        2 years ago

        Hi Dusty_Warrior,

        Thank you for giving that a try. I'm going to send you a private message in a few moments so we can look into this. Please respond to that when you can and we'll go from there.

        Thanks,