Reset password not working

Hi GWill71583, 

A warm welcome and thanks for posting on our community forums. We do apologise that you are having trouble trying to reset your password to gain access to your online account. 

Can we ask if you have ever been able to access your online account? 

We would ask you to try the basics first, trying a different web browser and device, clearing all cookies caches and history. Also trying to reset via our Virgin Media app. 

We are aware that some people are having an issue with this and there are a few things I need to check with you.

Can you please ensure you are following ALL of the below criteria when choosing a password?

•  Between 8-10 characters.

•  Must start with a letter.

•  Contain at least one number.

•  No special characters.
If you are 100% sure that the above requirements are all being met, can we ask you to try some different password variations? This is because we've had reports of customers being able to proceed when doing this and it's mainly because some choices are too guessable to be allowed.

If this does not work, come back to us. We will then be able to raise this with our IT teams.

Kind regard Jodi. 

I have the same issue as GWill71583. This morning I changed the email address in my Virginmedia account. The Virginmedia website was running very slowly at the time. I got the email asking me to verify the email address, but no other confirmation that the email address verification had worked. A little later I tried to log in to my Virginmedia account using my new email address, but it didn't like the password that I had entered. So I requested a password reset. I got as far as the 'Choose a new password' section, but as I enter a new password (using just numbers and letters, starting with a letter) I get as far as the 7th character, then when I put in the 8th character, next to the word 'Strength" appears the word "invalid". I have tried using several different letters / numbers, to no avail. Please help.

Mandy

Hi, I’m having exactly the same issues. So many attempts at new password combinations and using private browser window etc and still I get the error message that the new password is invalid and I should try some other password combination. I also can’t believe this is a known issue for so long and it’s still not fixed ! 
Can someone please tell me how to reset the password as I have no access to my account and desperately need in. 

Hi, I am not being able to reset my password either. It keeps saying "requirements not met" no matter what password combination I try. Please assist. Thanks!

Hi, 

I’m also having this issue. Please can someone help?

Thanks you

I just joined too.

I'm having the same issue - the last two days I've had various email problems, and now it won't let me set a valid new password. It is very frustrating.

Can anyone help?

Hi, I have the exact same issue -  It won’t accept any form of password so I can’t reset or get into my account. And I have also tried all the so-called fixes.

This really is a joke. I've been struggling with this issue for years, every time my auto-login expires i have to go through this same process of trying to input an acceptable password. You follow the instructions, which in different places is contradictory. How can this still be an issue after literally years of people raising it. I do not ever ever experience such an issue with the dozens of other sites/apps i use. Only Virgin Media put users through this pain - it's incredulous!

I'm having the same problem. I only changed things because VM requested me to do so. Now i can't change the password to something more suitable for me. Obviously a big issue, but no fix other than to reach out!

Please help.

Same problem. Can’t change password. Gets to 8th character and says strength invalid. Sort it out VM.