Cannot change the password on a virgin.net e-mail account

[LiamE1]

Hi there,

I have been a virgin media customer for a very long time (even since before NTL) - I have e-mail addresses ending in ntlworld.com and also an old one ending in virgin.net.

I use both of these e-mails regularly, and receive e-mails to my virgin.net e-mail address, so I know it's still working. However I'm trying to set up e-mail accounts on a new computer, and it's not recognizing the password that I *thought* I had set on the virgin.net account.

So I went to mail.virgin.net (which I used to occasionally use for web-based access to this account)  and was directed to virginmedia.com. This gave me the option to reset my password - great solution, I thought, but then *every* password I choose gives me the message "You can't use that password. Please choose another." It's not just a bug, as I've tried logging in with rejected password(s) to no avail.

I have searched these forums and found a few people with similar issues - most solutions seem to be "it's an old account; you can't do this" (but the account is currently working correctly on another computer) or "I'll DM you to sort this out". So I'd be grateful if someone at Virgin Media could do that, or suggest how I can resolve this issue and access that e-mail address...

Thanks!

Liam

[Graham_A]

@LiamE1  Are either of these email addresses your primary email address that you use to log into your primary My Virgin Media account to check your latest VM broadband account bills?

If they are secondary accounts are they listed under the manage other my Virgin Media accounts when looking at the Update Settings> Account details tab?

[LiamE1]

Hi Graham, thanks for your reply

My ntlworld e-mail address is my primary email that I use to log on to my Virgin Media; As far as I'm aware the virgin.net e-mail isn't actually connected to that account (and doesn't appear under the additional account details tab).

Thanks

Liam

[Jodi_S]

Hi LiamE1,

A war, welcome and thanks for posting on our community forums. We can certainly try and reset your password for your Virgin.net email account for you from our end for you.

I will pop you over a private message to take some details form you. Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

[Jodi_S]

Hi LiamE1,

Thanks for the private message. We do apologise that we were unable to reset your Virgin.net email account password for you.

I have raised an IT ticket for this now, hopefully, we will be able to resolve this issue for you.

I have sent you your reference number across, if you would like any updates, a member of the team can check this for you.

Kind regards Jodi.