Forum Discussion

PolAndy's avatar
PolAndy
Joining in
15 days ago

Password Reset Emails not Received

At the end of 2024 I reacted to your notification regarding changes being made to accessing Virgin Media.

So I added a third-party eMail address and changed my Password as you requested.  Since then I have been unable to access my Virgin Media account as my new Password is not recognised.

I've lost count of the number of times I have requested a Password Reset Email.  Each time I check my Inbox and my Spam folder after 10 minutes (or longer) and there is nothing there.

Where do I go from here?  I see from browsing this Forum that I am not alone - why?  I have done everything your system requested.

Please help.

  • Robert_P's avatar
    Robert_P
    Forum Team
    14 days ago

    Hello PolAndy

     

    Sorry to hear of the email access issues experienced since updating the details at the end of 2024, we appreciate you raising this with us via the forums and welcome to the community.

     

    Does the password work on a desktop version here? We have help here outlining how to reset the password.

     

    Let us know if either of these help resolve the issue or if you need further assistance.

    • PolAndy's avatar
      PolAndy
      Joining in
      14 days ago

      Thank you for your reply Robert.

      I am only using the desktop version and the Password doesn't work there.  The help outlined does not work either.

      Although Virgin keep sending Password Reset Links to my third party eMail address (which they quote "correctly", ie replacing the middle part with asterisks in the message saying they have sent the Link) I don't actually receive them - they're not in my Inbox, they're not in my Spam folder.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        12 days ago

        Hi PolAndy, thank you for your response.

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        Regards,
        Daniel