How do I contact someone at virgin about email problem

[avalon60]

I am wanting to sign in to my VM email account but when I try it says my password is incorrect. So I then click on 'forgot password' to et a new one , but no matter how many characters I use , it says it is not valid!

How do I solve this problem

[Zach_R]

Hi @avalon60,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear that you're having some trouble when trying to log in to and also reset the password for your My Virgin Media online account. Have you tried clearing your cache and cookies to ensure this isn't causing any problems when performing the reset?
 

Thanks,
 

[avalon60]

Thanks but even after  clearing cache and cookies , it didn't make any difference. I still can't login nor change my password.

Thanks anyway

[ilike2burnthing]

Are you using Firefox on Windows? I previously had this issue; switching to Edge for the password reset resolved this. As far as I can tell they've had this issue since at least 2022 - https://community.virginmedia.com/t5/My-Virgin-Media-App/Not-able-to-create-password/td-p/5062746

They also have some 'hidden' rules - https://community.virginmedia.com/t5/Security-matters/What-are-the-actual-password-requirements-for-...

[Ilyas_Y]

Thanks for the reply @avalon60 👋🏼

Are you able to try another browser or try private / incognito mode?
Please also try another device if that does not work. 🧾

If nothing changes or the situation does not improve - please let us know and we'll take this privately to further assist on the matter.

Kind regards,
Ilyas.