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jamesw201
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Unable to sign in to account or reset password

I can no longer sign in using my username/password. If I try to reset my password I get this message:

`Your email or password was incorrect. Please try again or go back to change your email.`

Even though my email is exactly the one on all communications and is correct.

 

Any help much appreciated.

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用心棒
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Message 2 of 8
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Re: Unable to sign in to account or reset password

Have you tried resetting via this link Forgotten your Password? | Reset Here | Virgin Media?

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I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click helpful.jpeg Mark as Helpful Answer and solved, or use thanks.jpeg Kudos to say thanks

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jamesw201
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Re: Unable to sign in to account or reset password

Yes thanks. It just responds with: 

`Please ensure you provide the email address you use to sign in to My Virgin Media.`

So there is no way to reset the password.

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用心棒
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Message 4 of 8
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Re: Unable to sign in to account or reset password

Do you not see the “Oops, we've ran into a problem” message?

2023-01-30.jpeg

Is the email account linked to an active broadband account with Virgin Media or has it been less than 90 days since it was terminated?

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jamesw201
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Re: Unable to sign in to account or reset password

Thanks for getting back to me. I have seen that message as well although I can't seem to get it at the moment. 

At the moment I'm just getting: 'Please ensure you provide the email address you use to sign in to My Virgin Media'

In response to my putting my email address into the 'Forgot my password' email field.

 

My email address is linked to a current broadband account which I am using now.

 

Thanks

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Paul_DN
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Message 6 of 8
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Re: Unable to sign in to account or reset password

Hi jamesw201,

Thank you for reaching out to us in our community and welcome, sorry to hear you are unable to access your Online Account, I was able to locate you on our system with the details we have for you, has you have mentioned another account, have you recently moved?

Regards

Paul.

 

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jamesw201
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Re: Unable to sign in to account or reset password

Thanks Paul, 

That's correct we have recently moved. We had virgin at one property, then there was a gap and now we've established an account again at our new property.

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Tom_W1
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Re: Unable to sign in to account or reset password

Hi @jamesw201 thanks for your reply - understood.

Please allow me to send you a PM so I can look into this further for you, we may need to raise an IT Ticket here.

Kindly expect the PM from me to arrive shortly and respond directly when you can!

Many thanks

Tom_W
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