Reset Password

[Ochib]

If I try and reset my password the error "Please check your email address" appears.  

The email is correct as it is the email address that the email from Virgin come from and if I use the option "Forgotten your email address" the same email address is displayed

This happens on multiple computes and different browsers

[Megan_L]

Hi Ochib,

Thanks for using the forums to get this issue with your Online Account looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Can I ask two questions please - 

• Is this in regards to a Media or Mobile account?
• Is this the first time you've tried to access your online account? You may need to register if so, as online accounts are not automatically created at point of sale.

Thanks,

Megan_L

[用心棒]

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@Ochib wrote:

If I try and reset my password the error "Please check your email address" appears.  

The email is correct as it is the email address that the email from Virgin come from and if I use the option "Forgotten your email address" the same email address is displayed

This happens on multiple computes and different browsers

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Make sure there are no white space characters at start and/or end of email address, for example “richard.branson@virginmedia.com ” would cause the error seen but “richard.branson@virginmedia.com” would not.

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[Ilyas_Y]

Hey @Ochib, just following up on this thread for you.

May I ask if you've tried the advice given on the thread?
Also is this for you registering your account?
And is this Virgin Media or Virgin Mobile?

Let us know.

Kind regards,
Ilyas.

[Ochib]

This is for Virgin Broadband, It is an existing account as when I select "I have forgotten my email address" it shows me a redacted version of the email address I am trying to reset the password for

[Zach_R]

Hi @Ochib,

Thank you for the update on this. I am really sorry to hear that this problem seems to be ongoing.

Can you just confirm if you've double-checked and ensured there are no spaces at the very beginning or at the very end of the email address? Unfortunately this may cause the problem that you're experiencing.

Thanks,
 

[Ochib]

Yes, everytime 

[Zach_R]

Hi @Ochib,

Thanks for clarifying. I'm going to send you a private message in a few moments so that we can take a closer look at things. Please respond to this when you can and we'll proceed from there.

Thanks,
 

[Ochib]

Well, that was a lot of help. Still can't sign into my account and was asked questions in a private chat that could only be answered by signing into my account.  It as if the staff here don't have clue