Can't log in to Virgin Media and can't reset my password

[venividi]

I recently tried to log in to my Virgin Media account but my password wasn't accepted.  I have tried on numerous occassions to reset it using the 'Forgot your password ' option. No matter what password I try, all 'strong' I get this; 

I've spent hours on chat/WhatsApp trying to find a solution but I'm just left waiting without being connected.

I recently had this issue before I called 'customer service'. An operative changed my password from her end.  I wasn't happy with her knowing my password so thought I'd change it.  Now I have this issue. 

There is no 'Contact us' web-form on the site.  If I try to submit a complaint, the site just takes me from one 'help' page to the next and I inevitably end up in the same dead end.

I'm on the verge of dumping Virgin and going elsewhere!

[Alex_RM]

Hi venividi,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues changing your password.

So I can take a closer look I've popped you over a private message.

Alex_Rm

[stanwhite]

I don't think I have any choice now. I am REALLY annoyed I signed up for another 18 months a month or so ago. I WILL be leaving, whatever they did completely messed up my email and that of my Wife's, and no, password resets are ineffective. This company is a disgrace regards continuity of service, SOMETHING is always changing, and it takes forever to fix. I already don't use their outgoing email servers, just don't work. They did until two days back.

[Daniel_Et]

Hi @stanwhite, thank you for your post.

We're really sorry to hear about the poor experience you've had and that you intend to leave us 😔

What exactly is the issue with your e-mail accounts? Are you unable to access them at all?

If so, are you experiencing the same problem both via webmail and a "client" app (like Microsoft Outlook, Apple Mail or Gmail)?

General advice on how to manage a Virgin Media e-mail account can be found here.

Please pop back to us at your earliest convenience.

Regards,
Daniel

[stanwhite]

I have it figured:

1) Login has changed, I now need an "off Virgin network ID"

2) I now need a generated password to remotely access via pop3

3) My Outlook client is part of the Office 2010 suite. It does not support the security that has been imposed on my accounts.

4) I cannot administer my other accounts, I seem to have lost my "rights" over the other accounts I have.

5)  All these changes were imposed on me, without notice, and it has taken me two days to figure what happened, and get mail working via a different provider. (Fortunately, I have my own domains, so it was a matter of pointing the emails to a different "actual" email.

6) It is not for the first time that Virgin network changes have impacted me negatively, and without warning. I can't cope with the disruption any longer, and, as I said, I will be leaving when my contract ends.

I am now very familiar indeed with mail setup for both web and client email. I did start to use an "off network" smtp server with Virgin pop3 incoming, but no longer, my mail is served by a different provider.

I think I first joined Virgin in 1999, that is 25 years, but I cannot take any more, sorry,

Regards,

Stan.

[venividi]

Bloody annoying aren't they!  It's like repeatedly banging your head on a brick wall!