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droffats's avatar
droffats
Tuning in
17 hours ago

unable to log in to my vm account

I had reason to log in to my account last weekend while reporting a broadband fault , but couldnt do so.My VM site just tells me the password is incorrect . This was supposedly also logged as a fault and going to be passed to IT  ( fault ref P013370585). Nothing has happened with regard to this (sorted broadband myself ). I have read the self help pages but cant reset password as the back up email address listed is nothing to do with me [MOD EDIT: Email address removed] ,also cant register for the same reason and I dont have a 5 word security code . I suspect this has happened after the VM/02 merge .

Can anyone advise please ?

I am a retired VM busiiness engineer but all my old contacts have left or deceased.   Thanks

Phil

 

  

2 Replies

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    14 hours ago

    To proceed with security, we need to ask you to provide 3 characters from the account memorable word. Once we ask for these, we'll only have a 5 minute window to pop the answers on our system to verify if they're correct. 

    Can you please confirm if you're available now to give these? If so, let us know and we will then ask what characters are needed. We would then require those specifically requested characters only, no others. 

    If you're not available until later today, please confirm what time would work best for you before 8pm

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    14 hours ago

    Hi Droffats, 

     

    We can do our best to help out here. Please look out for a private message and we can pass some security checks 🙂