Forum Discussion

bryrichmond's avatar
bryrichmond
Tuning in
2 years ago

Password reset not working

I’ve a secondary account and recently my emails stopped working. 
I was frustrated that I couldn’t reset my password via the virgin media webpage so contacted tech support by phone. Following a 20 minute wait I eventually spoke to an agent and they fixed my problem by resetting my ‘secondary app password’

However I still can’t reset my secondary account password. I get the message “Please ensure you provide the email address you use to sign in to My Virgin Media.”

please advise or do I need to spend another 30 mins on the phone trying to get another ‘workaround’ to one of your technical foibles?

Cheers, Bryan. 

11 Replies

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

    Hey bryrichmond Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼 

    I'm so sorry to hear about the issues you are having with the password reset for the emails. 😢
    We've had a look and we can see on the system that the account holder is not yourself in this case.

    This action is an account holder action only due to security and GDPR and our policies.
    Please ask the account holder to get in touch with us or make a forums account and we will get this resolved for you. 🙂

    Kind regards,
    Ilyas.

    • bryrichmond's avatar
      bryrichmond
      Tuning in
      2 years ago

      Hello Ilyas,

      I’m really sorry that you think there is only the main account holder that can fix this 🥲

      I would like you to explain why this is the case though when it’s your website that won’t allow the reset?

      BTW, the account holder is my wife and we’ve had these emails and accounts for 17+ years. We haven’t stopped emails working, you have. We haven’t changed our policy, you have. 
      My wife has just tried to log on to this ‘forum’ and unfortunately it won’t let her. 
      Please provide another method of resolution ie fix your password reset system. 
      Thank you 😀

      I look forward to hearing from you soon 😀

      bryan

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

        Thanks for the reply bryrichmond 😇

        Apologies, let me clarify. The account holder is the only one who we can communicate with to resolve the matter.
        We can speak with 3rd parties on a live interaction but only once the account holder has provided permission for us to do so, again all on the live interaction.

        Unless she has a forums account, she won't be able to sign in without making an account first.
        We have other methods that you can reach out to us by to sort this out by: 🧾

        Please get in touch using one of the following contact methods:
        Call: 150 from a Virgin Media Landline or 03454541111 from any other phone
        Facebook: https://www.facebook.com/virginmedia/
        WhatsApp: +447305 327 112
        Twitter: https://twitter.com/virginmedia
        Forums: virg.in/VMforums
        And we can help from there.

        Kind regards,
        Ilyas.

  • bryrichmond's avatar
    bryrichmond
    Tuning in
    2 years ago

    Hi Steven,

    So, my wife has just spent an hour on the phone to 2nd line support who have reset her ‘secondary’ password. To do so she had to use her work email. She is a bit unhappy at having to associate her work email with her personal email account. This is all a bit odd and not typical with management of email passwords IMHO. 
    Anyways, after an hour of messing about your 2nd line support didn’t know how or where to update her new password in Outlook. The most common email client in the world and your 2nd line support didn’t know how to set it up. 
    I’m very unhappy to report that the fix didn’t work. Your operative said something about IPs being blocked by either outlook or our service provider. Guess who our service provider is, yes, it VM. He then stated that it’s a known problem which will be fixed by some renewal of IPs automatically on the 18th March. 
    He also kindly added that compensation for the denial of service would be automatically provide. In this case please also include compensation for the 2hours we wasted tonight on this ‘known problem’ and the 30 minutes I spent on Friday. 

    Finally, please conform this is a known problem and provide the formal tracking reference. 

    I look forward to hearing from y’all again soon …. 😀

    Bryan

     

     

    18th March

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

      Thank you for keeping us updated bryrichmond. We're glad to hear the account holder was able to get the password reset. 

      With regards to the known issue that you have advised our team discussed with you. I have investigate and sadly I am unable to locate any information regarding a known issue. 

      Did they provide you with any references for that?

      ^Martin

      • bryrichmond's avatar
        bryrichmond
        Tuning in
        2 years ago

        Hello Martin,

        You have unfortunately misunderstood my message 🥲

        The password reset hasn’t fixed her problem. 
        She is without emails until 18th according to your 2nd line support. No, they didn’t provide a reference number. 
        I take it from your message this may not be true?

        Can you please contact my wife to sort as she is frustrated at having no email from her phone & laptop. 
        She is the main account holder and you will be able to get her details from my secondary account. 
        In this case I think you should put some effort into fixing her problem and call her?

        Look forward to hearing from you,

        Mr Bryan Richmond

  • bryrichmond's avatar
    bryrichmond
    Tuning in
    2 years ago

    Well in the end 2nd line help were 2nd rate. No further help could be offered and we face waiting until the 18th for a miracle to occur. 
    Instead I helped myself and got the answer by trawling VM forums to find;

    https://community.virginmedia.com/t5/Email/Can-t-send-email-IP-address-blacklisted/td-p/5304634

    https://community.virginmedia.com/t5/Email/Virgin-Media-has-blocked-your-connecting-ip/td-p/5275036

    Plus other examples. It was a couple of simple requests to netreport@virginmedia.com. Why 2nd line support couldn’t do this I don’t know? Another example of cost cutting where the hard pressed consumer has to spend his/her valuable time fixing a fairly ‘common’ issue. 

    A valuable lesson also on VM new email and password reset system which constrains ‘secondary emails’ more than ever before. I’ll be doing my best to find a separate domain and email host from here on in to cut ties and reliance on VMs 2nd rate service. 
    Oh, and before any VM forum admins consider replying to this with a ‘glad you fixed your problem’ please consider how I feel right now and how condescending such a message might seem. What you should be doing is raising the knowledge of your 2nd line support by explaining to them how they can get peoples IPs unblocked with a couple of emails. 
    Thanks for the experience VM. 
    Bye.