Hi GWill71583,
A warm welcome and thanks for posting on our community forums. We do apologise that you are having trouble trying to reset your password to gain access to your online account.
Can we ask if you have ever been able to access your online account?
We would ask you to try the basics first, trying a different web browser and device, clearing all cookies caches and history. Also trying to reset via our Virgin Media app.
We are aware that some people are having an issue with this and there are a few things I need to check with you.
Can you please ensure you are following ALL of the below criteria when choosing a password?
• Between 8-10 characters.
• Must start with a letter.
• Contain at least one number.
• No special characters.
If you are 100% sure that the above requirements are all being met, can we ask you to try some different password variations? This is because we've had reports of customers being able to proceed when doing this and it's mainly because some choices are too guessable to be allowed.
If this does not work, come back to us. We will then be able to raise this with our IT teams.
Kind regard Jodi.