Virgin Media Community

[hjb45]

Hello, I'm currently unable to reset my password as when I enter my email and phone number the code doesn't get sent to my mobile. I've tried about 5 times.

Can anyone help?

[Zoie_P]

Hi Hjb45,

Thanks for your post and welcome to our forums 🙂
I am sorry you are having issues with your password can you give us some more info on which password is it you are having issues with resetting?
Is it for the app or when you call into us?
Zoie

[hjb45]

Hello Zoie_P

It is when i try to reset my password for the -  https://mobile.virginmedia.com/ecare/login - using my PC, as I want to check my account and have forgot my password.

HB

[Zoie_P]

Thanks for getting back to us 🙂 
What error message are you getting when you select forgotten password?

Zoie

[hjb45]

No code is being sent to my phone so i can reset the password.

HB

[Zoie_P]

I have tried to replicate this and I am receiving the code, are you able to receive other messages? Or have you had any other issues receiving codes from other apps?

Zoie

[hjb45]

I've tried it on the PC and have tried it with the App on the mobile and no code is sent, whether it is to change password, email or both.

HB

[Zoie_P]

I know you did advise this previously, are you able to receive codes from banks, uber eats for example, are you receiving codes okay?

Zoie