Forum Discussion

Atthis's avatar
Atthis
Joining in
2 years ago
Solved

Email password reset does not work

Hi Forum supports, could you personally message me so I can change my password. The password reset service does not work after a million attempts. 

Regards,

Atthis

 


  • Atthis wrote:

    "Hi Forum supports, could you personally message me so I can change my password."

    Bear in mind that the Forum Team will only be able to help you if the affected email address is still linked to a live Virgin Media broadband account.

    If there is a broadband account in the pictue, the next question is whether the broadband account is in your name - to make changes such as password resets they really need to be talking to the main account holder. When they contact you they will ask you security questions to ensure that you are the account holder before they make any changes to the account.

    "The password reset service does not work after a million attempts. "

    The best way to reset a password is via the My Virgin Media account for that email account. Is that how you have trying to do it or have you been going via the "Forgot your password?" link from the sign in page?

    Recent changes that VM have made to the security of their accounts means that "Forgot your password?" link is unlikely to be successful for email accounts that have not previously been reset via the My Virgin Media account route. For example, all VM email accounts now need to use a non VM email address as the username of the account.

    The VM email service has seen many changes in the last year.

    Coenoby


     

  • coenoby's avatar
    coenoby
    Very Insightful Person

    Atthis wrote:

    "Hi Forum supports, could you personally message me so I can change my password."

    Bear in mind that the Forum Team will only be able to help you if the affected email address is still linked to a live Virgin Media broadband account.

    If there is a broadband account in the pictue, the next question is whether the broadband account is in your name - to make changes such as password resets they really need to be talking to the main account holder. When they contact you they will ask you security questions to ensure that you are the account holder before they make any changes to the account.

    "The password reset service does not work after a million attempts. "

    The best way to reset a password is via the My Virgin Media account for that email account. Is that how you have trying to do it or have you been going via the "Forgot your password?" link from the sign in page?

    Recent changes that VM have made to the security of their accounts means that "Forgot your password?" link is unlikely to be successful for email accounts that have not previously been reset via the My Virgin Media account route. For example, all VM email accounts now need to use a non VM email address as the username of the account.

    The VM email service has seen many changes in the last year.

    Coenoby


     

    • Atthis's avatar
      Atthis
      Joining in

      thanks - I have asked the moderators just to send me a new password. The password reset page should be reworked by Virgin as it causes problems for everyone. And has done for a long time.

       

       

      • coenoby's avatar
        coenoby
        Very Insightful Person

        Atthis wrote:

        thanks - I have asked the moderators just to send me a new password.

        Ok they look at every thread here in turn and they will get to your post in a day or so.

        However, before they reset the password they will post back here to ask you to confirm that you have a live broadband account and that you are the Broadband account holder.

        So doing a quick post before they get here to confirm that will save you time in the long run.

        Coenoby