If the email address concerned is a secondary account on your primary account you should be able to change the password by following these instructions:
Sign in to My Virgin Media, go to My Profile and/or Manage Accounts depending on whether the account concerned is your primary account or an additional one. Select the account concerned and then click on Change to the right of password if a primary account or View/Change then change to the right of password for secondary accounts.
Why were you not able to reset the password?
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Apologies for the delayed response. Is this issue ongoing today? You'll need to make sure you've changed the password to something unique and wait at least 30 minutes after changing the password before trying it.