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Another user that can't reset password or recover details!

Posting this as many other users have done as no support from your Twitter moderators at all besides maybe try posting here.

I can't reset my password on my account and get this

broken.png

How do I get in to my account as i have concerns about the recent security breach and also that my billing this month has been over twice the normal amount.

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Re: Another user that can't reset password or recover details!

P.S. I want an email response with a resolution to my issue, not a pointless 'badge'!

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Re: Another user that can't reset password or recover details!

Hi Annoyeduser1234, 

Sorry you're having some issues getting into your online account. 

Are you able to try resetting your details via another browser?

Can you try clearing your cache and cookies?

Does it do the same on all devices?

Let us know. 

Emma_C - Forum Team
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Re: Another user that can't reset password or recover details!

Hi Emma C,

Thanks for the response. I have tried 3 different browsers on multiple devices.

Nothing works.

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Re: Another user that can't reset password or recover details!

And yes I have cleared the cache too

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Re: Another user that can't reset password or recover details!

Thanks. 

We have had confirmation that this is an on going issue and it has been raised, this will be fixed as soon as possible. 

If you do need assistance in the meantime then we're more than happy to help from here, would you be happy for me to pop you a personal message to discuss your account?


If not then our text service team is open till 10pm this evening and you can text them on 07533051809. 

 

Thanks 

Emma_C - Forum Team
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Re: Another user that can't reset password or recover details!

Thanks for the update Emma,

I appreciate that people are working from home however this has been going on for over a week. Your online teams that support these services can surely take a look at this soon.

I have a concern my account has been breached and my bill this month has vastly increased for no reason at all.

I need access ASAP

Thanks

 

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Re: Another user that can't reset password or recover details!

Hi Emma,

Just noticed you said you can send me a personal message to discuss my account. Please do if you are able 🙂

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Re: Another user that can't reset password or recover details!

Hi annoyeduser1234,

 

We have had notification that we are aware of an issue that is affecting customer ability to reset online account password.

 

This is being worked on and will be resolved as soon as possible.

 

^Martin

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Re: Another user that can't reset password or recover details!

Anything more than that?

 

a time line any indication?  I have the same issue and no one from Virgin has gotten back to me on my post.

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