Forum Discussion

MrRobot's avatar
MrRobot
Tuning in
25 days ago

Unable to reset password

I was logged out of my Virgin Media account, and now it says my password is incorrect, which is odd since I use a password manager. 

I changed my email address but don't receive a reset email when I try to reset my password. I logged into the community forum with my old email, but I’ve been using my new email on the app for months. 

I’ve seen others mentioning similar issues, and I wonder if Virgin Media is having trouble with Outlook accounts. It seems the only solution is for someone from the Virgin team to contact me.

password
reset password issue

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    23 days ago

    Hi MrRobot 

    Welcome to the Community Forums. 

    Sorry to hear of your account access concerns. 

    Just to confirm, did you make the email address change after you noticed the password error concerns?

    If you're using the device to remember your password, are you able to try another device to see if you get a similar password incorrect notification? 

    We do require that your login username be a 3rd party email address, which was a process we implemented recently. If you still have a Virgin Media email address, including NTL or Blueyonder, that you use to sign into your online account. This would need to be changed, so wondering if this was the reason you got logged out of your account. 

    Let us know if you get the same issue on another device, and if that's not possible, please try clearing your cache and cookies off your device to see if this resolves the issue. 

    • MrRobot's avatar
      MrRobot
      Tuning in
      23 days ago

      The email was changed 4 months ago and has been working as I log on to my Virgin media app. 

      I don’t have a Virgin media email as specified in my post I’m using an Outlook email. I have already cleared my cookies and cache. 

      I have tried my laptop (windows and Mac), iPad and phone to log in and nothing worked, I have even tried using my mobile data instead of WIFI and still nothing. 

      I am not receiving the reset password email from Virgin Media, I have checked my junk mail and spam mail and nothing has come through. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        21 days ago

        Hello Mr Robot

         

        Sorry to hear of the problems resetting your online account password, we appreciate you raising this via the forums.

         

        We're happy to help and I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.