Forum Discussion

GWill71583's avatar
GWill71583
Joining in
3 years ago

Reset password not working

I've forgotten my password for my Virgin Media account and every time I try and reset the password it tells me that it is invalid no matter what password I choose (within the limits provided). I've seen on the forum that loads of people have had the same issue over the years but the result doesn't seen to be solved on the forum. Can someone please help?

Literally everything you need to do on the virgin media website requires you to sign in, the live chat section just tells you there is one rather than takes you to a live chat, and the telephone has no relevant options (while clearly trying to avoid anyone speaking to a human).

  • Hi all. Exact same issue. Going round and round in circles. 

    • Martin_N's avatar
      Martin_N
      Forum Team

      Hi Fortysix,

      Thank you for your post. I'm very sorry to hear about the issue with your password reset. 

      I am happy to take a look into this for you.

      I will private message you now to confirm your details. 

      ^Martin

  • I am having the same problem. No matter what I type, the password says it includes my username. I am not aware that I even have a username on virgin media. Because I don't have a username, is it registering every single password I write as containing my (blank) username? At any rate, this issue seems to have been persisting for myriad users on this forum for literal years and it is ludicrous that it has not been fixed yet. It seems the only way there is of getting it fixed is to post on this forum, so I am posting here in the hope that someome from Virgin will be able to apply a fix for my account. For that person's reference, I have ensured that passwords are meeting the requirements set out elsewhere in this thread - the issue is that it says that every password includes my (non-existent) username.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there sarahv1 

      Thank you so much for your post and welcome to the community forums it's great to have you with us.

      I am so sorry that you are also having this issue, I would be more than happy to look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Same here. The reset password page won't accept anything that is within the password requirements. Please can you DM me so I can get this sorted? Cheers

    • Akua_A's avatar
      Akua_A
      Forum Team

      Hi patersp 

      Welcome back to our community forums and sorry to hear you are having issues when trying to reset your password. To best look into this, I have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

      Thanks,

  • Absolutely driving me insane trying to just access my emails via a new phone.  Unable to change password whatever I use, ask to verify change of email address which you need to do to see if you can attempt to change password.   Eventually get email to 3rd party email address click link within second of receiving it and says it has expired !!!! What the hell is.going on as seems to be a long standing issue by all the comments !!!!! I have had my email since ntlworld !!! I can get on my laptop but doesn't help.getting emails on my.mobile !!! Ridiculous 

     

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi suzanne53 

      Welcome back to the community forums 

      Sorry to hear you're having issues with changing your password. I can see that you have a thread yourself opened on this issue that we have responded to to assist further. 
      Please do respond to the agent that has assists on your own thread and let us know if what has been advised has not helped and we'll be able to assist you further from your original thread. 

  • Hello, can anyone help me please? I have the same problem, namely that I cannot reset my password to get into my Virgin Media account. I have accessed it in the past using my gmail.com email address but the password is no longer recognised. (I also tried to log in using my virgin.net email address but a message pops up saying that it is no longer possible to access Virgin Media using any vrigin.net addresses.) Best regards, Geoffrey

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi GeoffreyUpNorth,

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

      I'm sorry to hear that you're having some trouble with resetting the password for your My Virgin Media online account. Can you clarify what happens when you attempt to reset it? Can you also confirm what device and browser you're using, and if you've also attempted to do this after clearing your cache and cookies?

      Thanks,
       

  • I am struggling to reset my password and for the life of me I can't remember it 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi Lottie0904, thank you for your posts.

      We're sorry to hear about the issue you're having 😔

      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.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • Hi, 

    I am having the exactly same issue. 

    Unable to reset my password via forgotten password 

     

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey CHAndrews, thank you for reaching out and I am so sorry to hear this, also a warm welcome to the community.

      Let me send you a DM and we can look at some options.

       

  • I have the same problem. I try to reset my password using my e-mail and receive the message that “Oops... Something went wrong. Please try again later.”I don't even receive a password reset email. 

    • Steven_L's avatar
      Steven_L
      Forum Team

      Hey Luiz,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. 

      Have you tried to do this on a different device or browser? Are you able to clear your cache and cookies on your current browser and try again?

      Kind Regards,

      Steven_L

  • Hi, I'm experiencing the same very poor system functionality as many in this thread. 

    I need to access my account to confirm details of my last bill. My password reset emails have never come through. I've been through this process online 3 times, leaving over 30 minutes between each attempt for the email to be "processed". Ironically I was also told that one of the three customer service agent I spoke to had also sent me a link to help reset my password, this also hasn't been received. So, I sent myself a test email from another account  and received it in seconds. I then registered here for the forums with the same email address my "My Virgin Media" account was set up on and although that landed in my junk box, it also came through in seconds. 

    Ultimately the system is floored as I'm asked by customer service to confirm my last bill amount as a security question, which I can't obtain because I can't access my account and the bill statement amount I have via email doesn't match their data on screen.... 

    The chat bot reset support went into a loop of just starting a new conversation whenever I clicked the reset link and ultimately none of the systems written seem to have ever been tested for quality or fit for purpose before release to the public domain. Add to this the fact that you charge for the extremely poor support over the phone and it's a wonder anyone stays after experiencing a log in issue or account problem. 

    Support from one of you in the forum community would be very much appreciated. 

    Best regards, 

    Will

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Will901, thank you for reaching out and a warm welcome to the community, I am sorry you are struggling to login online.

      Let me send you a DM and we will take a look for you.

  • I try resetting my password using my e-mail and receive the message, "Oops... Something went wrong. Please try again later.” I don't even receive a password reset email. I've cleared my cache and cookies on my current browser and try again too.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi tradewise 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you are having issues with an email address password. So that we can assist you we would need to bring you in for a private message. 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