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kevin1978
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Password reset not working

Hi

 

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?

 

Thanks

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Natalie_L
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Re: Password reset not working

Hi kevin1978, 

 

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. 

 

Thank you 

 

 

 

Nat
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kevin1978
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Re: Password reset not working

Hi

 

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?

 

kev

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Natalie_L
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Re: Password reset not working

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. 

 

Thanks 

 

Nat 

Nat
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kevin1978
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Re: Password reset not working

Hi

 

judt tried again on my phone and it looped around again

 

can you help?

 

thanks

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Natalie_L
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Re: Password reset not working

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.

 

Speak soon, 

 

 

Nat
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