on 18-11-2022 11:04
Hi
every time I try to reset my password the link is expired even if I click through straight away. I’ve tried on my phone and computer and neither works. I need to log in to complete the moving survey so it is urgent that I can access my account
margaret
on 18-11-2022 13:50
Hi @margmitch9,
Thanks for your post, and a warm welcome to our Community Forums.
I'm sorry to hear you're having problems when trying to reset your password. To confirm, is this for your My Virgin Media account?
Are you using the same browser on both your phone and computer? If so, can you please try using an alternative browser to see if this resolves the issue?
Cheers,
on 18-11-2022 16:51
Hi
i have tried in safari and chrome and on multiple devices - still it redirects me immediately to a page saying the link is expired whenever I click through
thank you
on 18-11-2022 18:55
Hi margmitch9,
Thanks for coming back to us on this one. We're sorry to hear things still aren't working.
To have your password manually reset, please call the team on 150 / 0345 454 1111. They can reset things manually, give you a temporary password to log in with and you can then update things there.
Please keep us posted on how you get on.
Many thanks,
on 18-11-2022 19:45
I have tried calling customer services multiple times and can’t get through to a person and none of the options on the automated menu relate to account or password. Can you please tell me what options to press to get through to the right option or a person who can help me with this?
on 19-11-2022 08:32
Sorry you're having some problems getting through to our team @margmitch9
I'd like to take a closer look into this and help reset your password for your online account.
Will pop you a PM to confirm some details and we can take it from there 🙂
Speak soon!
on 20-11-2022 11:35
Hi @margmitch9,
Thanks for your time via PM.
I've reset the password as advised in my PM to you just now!
Let me know how you get on 🙂
on 21-11-2022 19:48
Thanks for letting me know via PM, the password reset worked 🙌@margmitch9
You are most welcome- glad I was able to help 😊
Give us a shout if we can assist with anything else.
We’ve also got a host of hints and help in our Help & Support area.