Unable to reset my email password

[Knightd]

• I've tried several times to reset my password ensuring all rules are met even using trusted secure passwords and it keeps stating it can't register my password?

[Zach_R]

Hi @Knightd,

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

I'm sorry to hear you're having some issues resetting your password. To clarify, are you doing this via the webmail platform on our website? If you are, have you tried clearing cache and cookies before giving it another go?

Thanks,
 

[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-... 

[Knightd]

Thanks for the reply I've clearing my cache also tried 2 different browser that I've not accessed a virgimedia site before and still getting the same error states unable to register password. Tried using the forgot password link on the email site and on the my VM page still the same issue.

[Beth_G]

Hi Knightd

Thanks for getting back to us. In that case, we'll need to raise an IT ticket for this issue.

I've dropped you a PM so I can take your details and look into this for you.