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Stardog
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Message 11 of 38
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Re: My Virgin password reset issues

Still not working.

When you fill in "New Password" and "Confirm New Password" it says:

"Some information is missing or incorrectly entered. Please check below and try again."
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David_Bn
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Message 12 of 38
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Re: My Virgin password reset issues

Good Morning Stardog,

 

Thanks for coming back to the thread and I'm sorry to see this issue is still on going

 

I can see that you were offered a PM conversation with a member of our team previously, did you managed to speak to our team regarding this issue? 

 

Kindest regards,

 

David_Bn

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JokesOnYouM8
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Message 13 of 38
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Re: My Virgin password reset issues

I've been having the same issues. I can't remember my password and I've been trying to reset it for ages in order to pay my bills. For a while, I gave up on it and I was paying them through the phone but now you guys changed the way we pay through the phone so I have no idea how I'm supposed to pay you. 

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Alex_RM
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Message 14 of 38
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Re: My Virgin password reset issues

Hi JokesOnYouM8,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you're having some issues signing into your online account.

 

Can you please confirm what happens when you try the reset password options? Any error messages?

 

Alex_Rm

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JokesOnYouM8
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Message 15 of 38
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Re: My Virgin password reset issues

It asks me for security details, which I enter. then it takes me to the next screen where I see the New password and Confirm password text boxes. After I fill them both and press change password it kinda refreshes the page and says that some information is missing as it does for the user above me.

I can then re-enter the new password and press the button again however this time no information is missing but my password also doesn't change it just takes me to the start of the change your password form.

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Alex_RM
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Message 16 of 38
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Re: My Virgin password reset issues

Thanks for confirming JokesOnYouM8,

 

Not too sure why it keeps refreshing sorry, let me send you a private message so I can get a few more details to reset this for you (purple envelope, top right hand corner)

 

Alex_Rm

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rpartridge93
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Message 17 of 38
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Re: My Virgin password reset issues

Hi guys,

I am having the exact same issues as the other people in the comments, password meets criteria, all information is correct and then it says Some information is missing or incorrectly entered. Please check below and try again. I have tried multiple times.

Thanks

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Zak_M
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Message 18 of 38
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Re: My Virgin password reset issues

Good morning @rpartridge93

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your services.  

 

So that I am able to assist you with this, I am going to drop you a PM. 

 

Kind regards,

Zak_M

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RagPudding
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Message 19 of 38
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Re: My Virgin password reset issues

I'm having the same problem, I create a password and it just send me round and round and round.

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Emily_G
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Message 20 of 38
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Re: My Virgin password reset issues

Thanks for the post RagRudding and welcome to our community.

 

Are you the account holder on the account? 

 

If so we can pass security through private message and do this for you.

 

Let us know, Emily.

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