Account not accepting password, nor letting me reset it

[Milltir]

I am unable to log into my Virgin Media account. It will not accept my password and will not allow me to reset my password. I get the following message:

“You can't reset your password online right now, as you don't have additional details set up on your account. To reset your password, please contact us and one of our team will help you.”

The password is correct in my keychain and email is still working. I have seen other people post the same problem, but no “public solution” has been posted, moderators appear to be solving this for individuals behind the scene which is nice for the individual, but doesn’t help anyone else. What is the issue?

[Ayisha_B]

Hi @Milltir 👋

Welcome back to our Community Forums and thanks for your post.

I am sorry to hear you're having some problems accessing your online account. 

I'd love to help further so will pop you a PM 📩 now.

Speak soon!

[Ayisha_B]

Thanks for your time @Milltir 

I've reset your password as discussed via PM.

Let me know if you encounter any further issues. 

Cheers

[Ayisha_B]

Thanks for the update via PM @Milltir 

Glad it's working for you now. 

Have a lovely day 😊