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Password wrong but not wrong when logging in

Joining in


i have been trying to register my email address for my new account, but after registering (with entering my new password twice), it’s now telling me whenever I try logging in, that my password is incorrect.

it most certainly isn’t! You also won’t allow me to reset it, as l didn’t get a chance to complete my profile.

One final thing to add, I am autistic & can’t do phone calls, but you have no support for people like me who are dependent on email.

Please help me, my experience with Virgin has been appalling so far & I’m sat waiting for my install, wondering if I’ll even accept it now.


Forum Team
Forum Team

Hi @Technohead,

A warm welcome to our Community Forums and thanks for your post. It's great to have you on board!

I'm so sorry to hear you've not had the best start with us. It's not the level of service we aim to provide. 

You can find out more about our Accessibility and Vulnerability policy here

I would love to help resolve the issues you are having with your password when signing into MY VM so will pop you a PM now to confirm some details. 

I hope to hear from you soon 😄

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


this is all well and good sharing this with me, but the relay service for customers who can not do phone calls, DOES NOT WORK.

It left me frustrated beyond belief yesterday, I was almost in tears. Especially when the Virgin engineer didn’t turn up & I found myself installing my own cable from the box outside, after waiting all day for an engineer to turn up who didn’t bother.

2 days I lost, waiting for an engineer not to turn up & I have an inaccessible account, with no ability to reliably communicate with anybody 😞

I’m self employed, I lost a lot of money waiting in when I should have been at work.

really disappointed and I don’t see how I am going to resolve my password!

Thanks for your time via PM @Technohead,

I'm glad I was able to get things sorted for you and if you do need anything else, just leave a message below and we will be more than happy to assist. 

All the best!

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs