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L2313BD's avatar
L2313BD
Joining in
3 months ago

Password Reset Email Not Recieved

Seems to be a common issue here, I have been trying to get in touch with VM for months in order to notify them that I was moving home, however I lost my password. I tried to reset it, but I haven't received the email that allows me to change it. I have tried 10 + times to do this and checked in the spam folder for it. It seems there is a fault with the VM system that needs to be fixed. I also can't talk to another human being on the phone as the bot asks for characters from the missing password in order to put me through to a team member, which I don't have and can't reset. Consequently, I haven't been able to inform them of my moving home and I am spending money on an inactive router.

Has anyone been able to resolve this? Or is there an administrator who can assist and help with the password reset?

 

account
password
poor serivce
reset email password
system fault
technical support complaint

6 Replies

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    3 months ago

    Hello L2313BD

     

    Sorry to hear of the problems contacting the team in regards to your move, we appreciate you raising this via the forums and welcome to the community.

     

    We can't assist with moves via the forums, have you tried the following to reset your password? If you're unsure of your memorable word, you can change this via your online My Virgin Media account. Please sign in here and go to: Update Settings, Account Details, scroll down to 'Telephone Security Details', and click on the 'Edit' link to the side of 'Memorable Word'. Input a new CVP whilst meeting the criteria listed, input it again to confirm it, and then click the 'Save' button. If successful, a message will appear that says, "Memorable word updated"

  • L2313BD's avatar
    L2313BD
    Joining in
    3 months ago

    Thanks for getting intouch,

    My issue is logging into the My Virgin Media, without the password I can't access it unless there is another way?

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      3 months ago

      Hi L2313BD 👋.

      Thanks for reaching out to us, sorry for the issues that you are facing with your online account. Can I ask since your post has the issue been resolved or are you in need or further assistance? I shall drop you a private message should you wish to use it. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • c4etj16cl's avatar
    c4etj16cl
    Tuning in
    3 months ago

    This has been reported dozens of times on this forum - either an error message when a reset is requested, or nothing arrives. I'm supposedly awaiting a solution from "IT" after talking to them on the phone for 45 minutes or so. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      3 months ago

      Hey c4etj16cl, thank you for reaching out and a warm welcome to the community,  I am so sorry to hear about your email issue.

      Have you checked your spam / junk folders to see if these emails are going there at all?

      What are IT advising? 

      • c4etj16cl's avatar
        c4etj16cl
        Tuning in
        3 months ago

        Obviously, I have checked my spam folders. Please don't insult me. There are dozens of people reporting this issue, it is inconceivable to me that you really think that is an acceptable response, and that you don't have a standard procedure to allow people to get this resolved (assuming for some reason, a final fix can't be deployed).

        I'll let you know what "IT" respond with if, and when, they do. Five working days was what I was told to expect.