I'm having the same issue, Have tried a few different days this week and nothing. when I try send the reset email it doesn't recognise my email but its the correct one.
Hi @vanilly 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about the issue you're having 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.