Forum Discussion

alienor's avatar
alienor
Up to speed
2 days ago

Unable to change password - please help

I went through the new process and gained access to my emails - ntlworld email address using a computer. However, due to all the stress of this nonsense, I have now forgotten the new password I was required to set up. I can't find a way of resetting my password. All I can find at the password page is 

verify another way

That gives me a message to my backup email address and lets me in. But nowhere to set a new password. I can't be doing this every day.

I have followed the instructions on the website:

To reset your password:

  1. Head to the My Virgin Media sign in page
  2. Select Forgotten your password
  3. Enter username
  4. Select Continue, then follow the on screen instructions

There is no Forgotten your password option anywhere.

Also I signed out last night so that I could try all this again but this morning found I was still signed in!!!

What is going on? I did post about this yesterday but cannot find my message now and got no replies.

Thank you.

3 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 days ago

    alienor​ These are the instructions for if you forget the password:

    If you’ve chosen password as your main authentication method and you forget what it is, don’t worry, you can sign in using one of your back-up authentication methods.

    When you go to sign in, tap Verify another way when we ask for your password, and we'll help you to sign in to your account.

    Once you’ve signed in, you can change your password to something new or set up a passkey instead of a password – then you won’t have to remember anything to sign in in future. Just head to Account settings, then Security settings, and manage your authentication methods from there.

    Source: How to register or sign in with a Virgin Media O2 ID

    • alienor's avatar
      alienor
      Up to speed
      2 days ago

      Thank you. As I tried to explain I have used the verify another way and get an email to my other email account which allows me access. That does not provide me with a means of changing a password or setting a passkey. But by a fluke I have now managed to enter my password and used the correct one. Hope I don't lose it again.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        15 hours ago

        Hi alienor 

        Welcome back to the Community Forums. 

        Sorry to hear of your concerns with accessing your online account. 

        Glad to hear that you've been able to resolve this on your side. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.