Can't Reset Password

[KWARRENTINE]

i have an old email when first signing with virgin ive since forgotten the password and cant access the email i tried resetting the password but nothing happens after you enter the answer to the security question, ive tried phoning but cant get to the password options can i get some help please.

[Chris_W1 · Accepted solution]

Hi KWARRENTINE, thanks for the message and sorry to hear that you are having issues resetting the password and this is not the experience which we want you to have with us. Is the email linked to an active account and do you get the same issue with multiple browsers? ^Chris. 

[KWARRENTINE]

Hey Chris this is a really old email it's blueyonder I haven't heard of that before someone did get me back into it recently but forgot the password so I have no way of logging into that account because everything is outlook or Hotmail now. 

[Tom_W1]

Hi @KWARRENTINE thanks a lot for your reply.

Okay no problem, please allow me to send you a PM so I can look into this further for you.

Kindly expect this to arrive shortly and respond directly when you can!
Many thanks

[Blueedwardblack]

Hi,

I’m having the same issues despite following the format.

[Molly_T]

Hi Blueedwardblack, thank you for joining the thread! Sorry to hear you are also having issues resetting your password. 

Just so we are on the same page can you confirm / answer the following?

- You are unable to access an email account via our webmail service as you cannot reset the password

- You have tried to reset the password on multiple browsers and devices

- The email address in question is linked to an active services account

Just let us know and then we can send you a PM if needed to offer further support resetting the password for you. 

All the best! 

[Blueedwardblack]

Hi,

it’s my password for my virgin media connect app for my broadband.

im having connectivity issues ( poor speed and keeps dropping) so I want to check my settings but I’m unable to reset my password to check despite following the guidelines and spending nearly an hour trying.

[Paul_DN]

Hi Blueedwardblack,

Thank you for reaching out to us in our community and welcome back, the password you need for the Connect app is the same as the one you use for your Online Account, if you don't know this select forgotten password and you can answer security questions and change this.

Regards

Paul.