verification email not received

[aucalvin]

I just joined the broadband services and would like to sign up, however I cannot receive the verification email (and also cannot reset my password too). I have tried to resent the verification email but not really work, could anyone please help 🙂 ?

[Vikki_M]

Hi aucalvin, 

Thank you for your post and welcome to our community.

I am sorry to hear about the issues you are having registering for an online My Virgin Media account. 

Are you getting an error message when trying to re set the password?

Please pop back to us when you can.

[aucalvin]

Hi Vikki,

Yes, after I successfully verifying my account, I tried to reset my password but it said the information is not enough to reset my password 

[Robert_P]

Are you doing this via the app or a browser? Please make sure they meet these criteria's:

• Minimum of eight characters.
• At least one digit.
• One upper case letter.
• One lower case letter.
• One of the following special characters “ @ # $ % ”

Rob

[aucalvin]

Hi Rob,

Yes the password fulfill all listed criteria. When I submit the reset password request, I got the message below:
"You can’t reset your password online right now, as you don’t have additional details set up on your account."

Regards,

Calvin

[Akua_A]

Thank you for letting me know @aucalvin 

To best look into this, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,

[Akua_A]

Glad to hear we were able to help @aucalvin Please do not hesitate to contact us if you need any further help 🙂 

Thanks, 

[aucalvin]

Hi Akua,

I have received the equipment and successfully setup last week.
However, I still cannot reset my virginmedia account's password. Once I click forget password, I got the message shown below:

You can’t reset your password online right now, as you don’t have additional details set up on your account.

Could you please help?

Thanks

Calvin

[Ayisha_B]

Hi Calvin 👋

Sorry you're still having some issues accessing your online account. 

I'll pop you a PM now to assist further. 

Speak to you soon 😃

[Ayisha_B]

Thanks for your time @aucalvin 

I've reset the password and advised the details via PM.

Keep me posted 😊

Don't forget to download the 👉 MY VM app, if you've not already. It's great for managing your accounts on the go!