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Sean_Clark97
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My Virgin password reset issues

Hey,

 

I’ve already signed up to My Virgin and used the app for months however I’m now in a complete loop with the thing.

Its saying my email and password is wrong (even though I know it’s not) so I tried resetting the password and I’m getting through the security, putting in my new password and after hitting continue I get the following error “Some information is missing or incorrectly entered. Please check below and try again” despite there not being anything missing.

Thanks

 

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Martin_N
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Message 2 of 38
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Re: My Virgin password reset issues

Hi Sean_Clark97,

 

Thank you for your post and welcome to the community. 

 

I'm sorry to hear you're having issues with the app. 

 

Can you confirm if you're referring to the Virgin Media Connect App or Virgin Media Account App?

 

^Martin

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Sean_Clark97
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Message 3 of 38
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Re: My Virgin password reset issues

It’s the virgin media account 

 

thanks

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Martin_N
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Message 4 of 38
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Re: My Virgin password reset issues

Thank you for that. 

 

Can you confirm if you're able to sign into your online account on other devices?


Have you tried uninstalling the app and then re-installing it to see if that then allows you to sign in?

 

Can you confirm if this is happening on both WiFi & Mobile Data? 

 

^Martin

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Sean_Clark97
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Message 5 of 38
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Re: My Virgin password reset issues

Doesn’t work on other devices.

works on both the website and the app

tried on both data and WiFi 

 

thanks

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Martin_N
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Re: My Virgin password reset issues

My apologies Sean_Clark97. 

 

Just to clarify is it currently working on the website and the app or not?

 

^Martin

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Sean_Clark97
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Message 7 of 38
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Re: My Virgin password reset issues

It’s not working on either 

 

thanks

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Beth_G
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Message 8 of 38
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Re: My Virgin password reset issues

Have you ensured that your new password meets the following requirements? 

 

  • 8-10 characters long
  • Letters and numbers only
  • No spaces
  • First character must be a letter.

Beth

Beth
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Sean_Clark97
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Message 9 of 38
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Re: My Virgin password reset issues

Yes, as I said in the forum post I enter the new password and it gives me an error I then enter it again and it puts me back to the beginning again.

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Beth_G
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Message 10 of 38
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Re: My Virgin password reset issues

Okay, I'm going to send over a PM so I can take a look at this for you.

 

Check out the purple envelope in the top right hand corner!

 

Beth

Beth
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