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My Virgin Media

The reset password won't work on the app or online !  It's sending me crazy !  Tried 20 times !  After creating a new password, it goes back to the start: enter username to reset password.  Stuck in a loop....

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Re: My Virgin Media

Just to expand:

Click 'Forgotten you Password'.  Easy

Enter username: Easy, username is accepted.

Enter Security answer: Easy, security answer accepted

Enter Date of Birth:  Cant really muck this up eh ?  DOB accepted

Next is choose new password and confirm new password:  So i do that & get his message: "Some information is missing or incorrectly entered. Please check below and try again"  Doesn't say what is missing though !?  So I try again then it jumps back to Enter Username !  And so we go through it all again....and again.....23 times now......!

How can VM fail with reset password ??  C'mon....

 

 

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Re: My Virgin Media

Hi James1888,

 

Thank you very much for your post. We are sorry to hear you have been experiencing this issue when trying to reset you password to your online account. Are you able to detail if once the reset send you back to the original page, is there any error code of any sort when this is happening? If not, have you been able to try from another browser or device to see if this is still the case? Please keep us posted.

 

Many thanks,

 

Louis

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Re: My Virgin Media

Hi Louis,

There is no Error Code. It just jumps back to original page after it asks for New Password and to Confirm New Password.  How can something so simple as a Reset Password do this. It happens on my phone and on my desktop PC.  I'm sure we have all reset hundreds of paswords over the years without a glitch !  

Anyway, I'll keep trying and thanks for the reply 🙂 

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Re: My Virgin Media

Hi James1888,

 

Thank you for your prompt response. If you have had this issue from different browsers and devices, it suggests that this may be an error with your online account. We would like to have a further look into this for you to help resolve this. It will require a private message in order to run through some security details with yourself as well as obtaining some further information. I will follow up right away.

 

Many thanks,

 

Louis

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Re: My Virgin Media - PASSWORD RESET DOES NOT WORK

Well, deleted history/cookies and tried another 6 times.  Same outcome....

It's not easy to recommend the brand when things like this happen.  But I will 🙂  Cos it's the best.

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Re: My Virgin Media

Thanks Loius

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Re: My Virgin Media

Thanks Loius for fixing this issue. After a few private messages, I was good to go.  Cheers 🙂

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Re: My Virgin Media

Hi James,

 

It has been my pleasure. Have a lovely day.

 

Many thanks,

 

Louis

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