Cannot change password

[Luciferthecat]

I have a similar issue - cannot reset password (cannot remember it) and now cannot get emails on new phone 

[Luciferthecat]

I am experiencing the same with my second email account. Cannot reset password at all 

[Daniel_Et]

Hi @Luciferthecat 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're experiencing 😔

Just to confirm, are you attempting to access your e-mails via webmail or a "client" app, such as Microsoft Outlook, Apple Mail or Gmail?

If the latter, please refer to the section entitled "Setting your app password to use an Email app" within this article here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Luciferthecat]

I think a client app. I changed phones and account did not drag across. emails working on old phone but not new because forgotten password. Tried helpline but after an hour of being passed around they just said they could not help. I tried re-registering the email against my latest VM account but it states already registered 

[Ayisha_B]

Thanks for clarifying. 

Have you had a look at the section entitled "Setting your app password to use an Email app" within this article here?
 

[robert19441]

I can access my emails but cannot change my password for my account and cannot therefore use virginmedia on the go app. Keeps saying invalid password.

[Gareth_L]

Hello Robert19441.

Sorry to hear you are not able to change your password for your account.

We can take a look from here and get you back online.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[robert19441]

Thanks Gareth I managed eventually to reset the password for account access and TV on the Go by resetting the account info to the same as the email. That is a gmail address and hyphenated words.

all the best Robert

[Akua_A]

Glad to hear Gareth was able to help with this @robert19441 

Please do not hesitate to contact us if you need any further help 🙂

Thanks,