Forum Discussion

looby1ou's avatar
looby1ou
Joining in
5 days ago

Unable to reset password

I have been logged out of my emails on my phone, when I gone to enter the password nothing I put in is correct. Went to the virgin website to do 'forgotten password'  I put in my email which is a virgin email date of birth & answer to my security question, double and triple checked everything is correct but it constantly tells me something is wrong and I can't change my password. There's no option to verify another way. Called Virgin and wasn't too helpful. 

All of the info is 100% correct as I used my memorable word when I called, so I'm at a loss of how I can get back into my account? So currently have no access to my e mail or VM account.

Has anyone had the same issue and been able to fix it or could someone provide some help?

account
email
forgotten password
memorable word
Password Reset

3 Replies

  • looby1ou's avatar
    looby1ou
    Joining in
    4 days ago

    The only problem is I cannot remember my password for virgin media. When I do the forgotten password it keeps saying my DOB and memorable word are wrong when I know it's correct. So at the moment I am unable to change my password to be able to access my virgin media. 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      3 days ago

      Hi looby1ou,

      Welcome back to our community.

      We're unable to reset the password here from the community forums, however the phone team are able to do so. 

      Please call on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone and they can assist in resetting the password for you. 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi looby1ou, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues accessing your emails via your phone. In order to use your email account through a client or app, you'll need to generate an app password. Rather than following the forgotten password, please just log in to My VM using your usual details. 

    Once you've logged in > Click on Account settings > Identity & Security Settings > Select Manage your products > Select Manage email app password > Click on the blue button 'Get New Password'.

    You should get a pop up message asking you to verify your email address. Please follow the prompts to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

    To get things working on an email client or app again, you will need to enter the new mail password in the settings. This will allow your emails to load again. In some cases, you may need to remove the email account from the mail client or app completely and re-set it up as fresh. If this is the case for you, please ensure you use your VM email address as the username and the newly generated app password.

    Keep us posted on how you get on. 

    Many thanks,