I have tries to reset my account password numerous times using both my laptop (Microsoft Edge) and the Virgin app on my iPhone.
I answer the security questions, enter a new password and it simply loops back around to the first reset screen.
I have tried numerous times but have had no success
Can anyone contact me to resolve?
Welcome to the Community and thank you for getting in touch
I am very sorry to hear you are experiencing an issue when attempting to reset your password.
I've spoken to a couple of other customers who have been experiencing the same issue with the page looping back but have been able to complete this after a couple of attempts.
Have you been able to reset the password since you posted to the Community? If not, please do let me know and I will be happy to get this looked in to further.
i haven’t tried again but it looped around several times the other day
should i keep trying or is there something else i should try?
Thank you for your reply.
Are you able to try again for me today? If the loop happens again, please let me know as I may need to attempt this from our side.
judt tried again on my phone and it looped around again
can you help?
Thanks for letting me know.
I'd be happy to help 🙂
I've sent you a private message (purple envelope at the top right of your screen) so I can grab some details and get this sorted.