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Rossatron68
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Account Password reset not working.

It seems a lot of people are having this issue and i haven't found any answers for it.

I have forgotten the password to my virgin media account. When going through the "Forgotten your password process" it keeps looping back to the start (on every device i try)

1) I enter the username

2) enter my security answer and date of birth

3) enter my new password. it says "Some information is missing or incorrectly entered. Please check below and try again."  I try re-entering another new password (with the correct required specification)

It loops back to step 1.

 

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Zach_R
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Re: Account Password reset not working.

Hi @Rossatron68,

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

I'm very sorry to hear that this has happened. Have you tried using a different browser to see if that helps at all?

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Rossatron68
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Re: Account Password reset not working.

Hi

 

Yes i have tried different browsers and different devices.

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Jodi_S
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Re: Account Password reset not working.

Thanks for coming back to us Rossatron68,

 

We really appreciate you trying another browser and device, unfortunately as your still not able to log on we will need to take a look from here for you.

 

Have you ever been able to log on to your online account prior to this? 

 

Please let me know and I will send you a private message so I can look in to this further for you.

 

Kind regards Jodi.

 

 

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Rossatron68
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Re: Account Password reset not working.

Thanks for the reply. Yes i was able to log in fine but my laptop broke, the password was saved in the browser and i forgot it, bought a new laptop, and as mentioned it wont let me reset the password. 

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Zak_M
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Re: Account Password reset not working.

No problem @Rossatron68

 

I will pop you over a PM so that I can get some account information. 

 

Kind regards,

Zak_M

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Zak_M
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Re: Account Password reset not working.

Glad to hear that we have managed to sort this for you. 

 

Do let us know how you get on. 

 

Kind regards,

Zak_M

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