unable to reset password - getting message - Oops, we've ran into a problem. ......(Code: DEF01)

[DJG_722610]

Trying to reset password but not getting passed the initial reset stage of entering current email address. Tried clearing cache and used a different browser but still the same message.  Any other ideas are welcome....thanks

[Natalie_L]

Hello DJG_722610, 

Welcome to the community and thank you for posting. 

We are very sorry to hear you are experiencing an issue with resetting your password, we will do all we can to help. 

Can you please confirm which browsers you have used to attempt this?

Also, can you please try another device?

Thanks, 

[DJG_722610]

Hi Natalie. I tried chrome and MS edge. I have also tried to log in via Safari on an iPhone and still the same message 

[Natalie_L]

Thank you for your reply. 

Have you followed the steps to clear the browsing data on all browser and devices? 

Is it possible for you to complete the reset using the My Virgin Media app?

Thanks, 

[DJG_722610]

Hi. I have cleared all caches but cannot log into my app as I need ti reset the password

[Natalie_L]

Thank you for confirming. 

We will need to take a look from our side so I am going to pop you over a private message to take a few details. 

This will be available via the red bar at the top of the page. 

Speak soon,