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Can't reset password

Hi

 

I'm a VB user.

After an initial problem when I signed up and was unable to set a password the help-desk kindly helped me to set one.  Now I need to get into my account and can't reset the password despite several attempts involving giving my credentials to authenticate and then choosing a password per the rules on the website (letter to start, only numbers and letters, 8-10 characters).

Can someone please do a reset and mail me a password which will work?  I promise to write it down this time.

Aidan

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Re: Can't reset password

Hi SlingerAJ, 

Thanks for your post and welcome to our community.

Can you just confirm if you're a business or residential customer and we'll be able to assist further. 

 

Emma_C - Forum Team
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Re: Can't reset password

I'm a residential client

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Re: Can't reset password

Thanks for coming back to us SlingerAJ, is this the password we request characters from when calling in to speak to a member of the team or to access your online account?

 

If this is for an online account you can enter your login information and then select forgot password option, this will then take you through the process for resetting the password.

 

Thanks

 

Rob 

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Re: Can't reset password

It's the second one and I tried that but it won't allow any of the (compliant) passwords i enter.

I called customer support before and they set the password for me but unfortunately I've lost it.

Can you set me one?

Aidan

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Re: Can't reset password

Sorry Aidan, can you elaborate on what you mean by complaint password? 

 

Is this for a Virgin Media or Virgin Mobile account?

 

Rob

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Re: Can't reset password

sorry "compliant" meaning one following the rules on what type of characters are requires, first letter upper case etc.

Tried multiple times but it just takes me back to the reset page after i enter the new password.

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Re: Can't reset password

Apologies Aidan, I misread that. Is this for a Virgin Media or Virgin Mobile online account?

 

Rob

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Re: Can't reset password

media - i'm a home broadband user

 

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Re: Can't reset password

Hi SlingerAJ,

 

Thank you for confirming, this is certainly something we can take a look at for you.

 

We'll need to clear account security in order to make any amendments. I'll send you a private message now, please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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