password problems

[Weebizzem]

I cannot log in to Virgin Media. I need to have my bill corrected as being charged for access to Netflix which I don't use. On Firefox I keep getting the message "BAD REQUEST", even when I try to access the website. On Safari and on the mobile app, I keep being asked to create a new password but it is described as invalid. Can someone please help me to create an acceptable password. Here I have read some advice which conflicts with what Virgin tells me online (has to start with a letter? up to 64 characters?) No matter what I do, it is rejected.

[Vikki_M]

Hi Weebizzem

Thank you for your post and welcome to our community.

I am sorry to hear you have been unable to access your online account.

Are you trying to register or log in please?

Are you trying to do this via the app or webpage?

If you haven't already done so, please could you try a different device/browser.

Please also delete any cache and cookies. 

Please pop back to us when you can. 

[Weebizzem]

Thank you for replying. I have been trying to log in, from three different browsers.

The problem has changed slightly - I spoke to someone on a phone call and I was given a temporary password. It lets me see my bill on Safari. I use a desktop. But I need to change the password and I can't get into my account settings.

I would like to use Firefox, have cleared the cache but Firefox gives me only "Bad request". I have just tried on the iPhone, but I got an error code: FSB50 (I think - the print is too small to read).

I am trying to log in, via webpage. I would like to use Firefox. I will have to delete and reinstall it and clear all cookies, not just the cache. Safari I always have as the desktop is a Mac.

It might be possible for me to use the app one day and then I can use facial recognition?

My main problem has been explained by Netflix so it is not urgent but I would like to be able to access Virgin somehow for help.

[Zach_R]

Hi @Weebizzem, 

Thank you for expanding. I'm glad that you've now been able to gain access to the account via Safari, but you're unable to access the settings via Safari after logging in.

As for Firefox, are you accessing it via a saved bookmark/favourite or are you manually entering the URL?

Thanks,
 

[Weebizzem]

Hi - In Firefox, I enter "virgin media" into Google and then click on the URL for the site. I assume there must be something saved. I don't use bookmarks or favourites.

I have not yet totally cleaned out Firefox's history and reinstalled it, but why does it give me a "Bad request" reaction so I can't do anything else with the site?

[John_GS]

Hi @Weebizzem 

Thanks for coming back to the thread. I'll send you a PM now to assist further.

Best wishes.