Email password reset does not work

[Atthis]

Hi Forum supports, could you personally message me so I can change my password. The password reset service does not work after a million attempts. 

Regards,

Atthis

[coenoby · Accepted solution]

---

@Atthis wrote:

"Hi Forum supports, could you personally message me so I can change my password."

Bear in mind that the Forum Team will only be able to help you if the affected email address is still linked to a live Virgin Media broadband account.

If there is a broadband account in the pictue, the next question is whether the broadband account is in your name - to make changes such as password resets they really need to be talking to the main account holder. When they contact you they will ask you security questions to ensure that you are the account holder before they make any changes to the account.

"The password reset service does not work after a million attempts. "

The best way to reset a password is via the My Virgin Media account for that email account. Is that how you have trying to do it or have you been going via the "Forgot your password?" link from the sign in page?

Recent changes that VM have made to the security of their accounts means that "Forgot your password?" link is unlikely to be successful for email accounts that have not previously been reset via the My Virgin Media account route. For example, all VM email accounts now need to use a non VM email address as the username of the account.

The VM email service has seen many changes in the last year.

Coenoby

---

[Atthis]

thanks - I have asked the moderators just to send me a new password. The password reset page should be reworked by Virgin as it causes problems for everyone. And has done for a long time.

[coenoby]

---

@Atthis wrote:

thanks - I have asked the moderators just to send me a new password.

Ok they look at every thread here in turn and they will get to your post in a day or so.

However, before they reset the password they will post back here to ask you to confirm that you have a live broadband account and that you are the Broadband account holder.

So doing a quick post before they get here to confirm that will save you time in the long run.

Coenoby

---

[Atthis]

Hi, thanks for following up. I am not a broadband holder. But I did phone their complaints phone line and got through to a human being and they could see I had been a Virgin Media customer in the past for many years...hence my email account. And they have kindly agreed to send me a new password by post. So hoping that will actually happen - will post here to update.

[coenoby]

---

@Atthis wrote:

Hi, thanks for following up. I am not a broadband holder. But I did phone their complaints phone line and got through to a human being and they could see I had been a Virgin Media customer in the past for many years...hence my email account. And they have kindly agreed to send me a new password by post. So hoping that will actually happen - will post here to update.

---

OK, good luck.

In the 9 years I have been on this forum there have been lots of posts from people were no longer paying VM customers reporting they had problems with their old VM email accounts.  I cannot remember any that have been as lucky as you hope to be.

At one time VM staff where able to reset the password on an old unattached email account. But that was simply to allow the ex customer to download emails from the VM email account - not to allow them to continue to use it going forward.

Sadly, even that has not been possible for a long time.  If the account is not linked to a broadband account all that  VM staff can do now is to deleted the  old account.

One of the Forum Team (VM staff) will post here in the next day or so and discuss this with you.

I will definitely be watching this thread with interest.

Coenoby

[Kain_W]

Hi Atthis,

Thanks for your post and welcome to the community.

Sorry to hear you're experiencing email issues, so we can investigate this matter I've dropped you a PM.

The message will appear within the envelope icon.

Regards,