I've tried on several occasions to reset the password with no joy, but tried again (just in case) I still get this screenshot:
Sorry to seem difficult but when you have tried to reset the password in the past did you follow the instructions I posted earlier?
The reason I ask that is the password reset instructions in that error message (going via the "Forgot your password route) rarely work. They rely on there being a Password Recovery question set in the email account and not many VM email accounts have one set up.
The route using the link I gave takes you to the "My Virginmedia Account" that is linked to the email address, not the VM email account itself. If the email account has been locked, going via the My Virgin Media route usually resets the password ok unless there are other issues with the email account.
If you have not done so already,try changing the password by entering the email address and password into this link https://www.virginmedia.com/my-virgin-media and following the instructions in my post dated 7th February 2022 in the other thread. For simplicity, here are those instructions again:
When you have signed in to the "My Virgin Media account" click on the "Update settings" tab and then you'll see the "Account details" tab. Scroll down that page and you will see a place to edit the email account password. While you are there, also set up a password recovery question.
Change the password to something you have never used before and leave it 20 minutes before trying to log into the email account to give time for the update to propagate round all the VM email servers. If you normally access the account via an email app or client you will need to update the app or client email settings to use the new password.
If you have already tried changing the password via that route just post back and confirm whether or not you are a VM broadband customer. If you are a VM customer I will escalate this thread to the Form Team (VM staff who support this forum).
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