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martynw1
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Cannot reset account password

Hi,

I have tried to reset my Virgin Media account password via the Forgotten Password link (https://my.virginmedia.com/forgot-details/password) - but on clicking the button it responds with "Oops, something's broken: We're sorry this isn't the page you wanted."

How can I reset my account password?

Thanks,

Martyn.

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Emily_G
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Re: Cannot reset account password

Thank you for your post Martynw1 and welcome to our community.

 

Could we please confirm if you have tried this on a different web browser or using an alternative device?

 

Let us know how this goes.

 

Thank you, Emily.

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martynw1
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Re: Cannot reset account password

Hi Emily, yes I have tried in Chrome and Safari, and on a laptop and on an iphone. None work 😞 

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Emily_G
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Re: Cannot reset account password

Sorry to hear this Martynw1, can we please confirm if you're the account holder?

 

If so, we can pop you over a private message to pass security on the account and update the email address and/or password for you.

 

Thank you, Emily.

martynw1
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Re: Cannot reset account password

Thank you very much Emily. I am the account holder and have sent you a message with my details.

Best,

Martyn.

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peck112
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Re: Cannot reset account password

Hi

I have a similar problem...

When I reset my password it loops back to the beginning of the reset password process. If i then try to log in again it doesn't allow me to...tried to reset password on mobile, Chrome and MS Edge. Cleared cookies and tried again. Also cannot contact Customer Support on the phone as they're busy...

Very frustrated at the poor customer service so far. Please could you help.

Thanks

Charlie

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martynw1
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Re: Cannot reset account password

Hi Charlie,

 

After three weeks of back-and-fourth between different customer support representatives, my problem was eventually "resolved" by Virgin creating me a new Virgin-media email address, and assigning my account to that new email, rather than my actual email address with Gmail. As a consequence I don't get any emails from virgin media as I never access my email account with them. Truly a shockingly bad service: three weeks to log in. 😞 

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Emily_G
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Re: Cannot reset account password

Thank you for your post Peck112 and welcome to our community.

 

Do you still need any assistance with this? If so and you've tried this with different devices and web browsers we can go through to a private message to pass security with different information and then reset this for you. 

 

Let us know, Emily.

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tc571212
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Re: Cannot reset account password

Can someone private message me to reset password please?

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Jodi_S
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Re: Cannot reset account password

Hi tc571212,

 

Welcome to our community and thanks for posting.

 

Sorry to hear you're having trouble signing in to your online Virgin media account. What are the issues you are having when clicking on the forgotten password option?

 

Are you getting any error message? If so have you tried logging in through a different device and web browser? You may also wish to clear all history and caches.

 

Please can you let us know about the above and we can assist you further.

 

Kind regards Jodi

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