Hi carolecarpenter,
Welcome to the Community Forums, thank you for your first post.
I'm sorry to hear you're struggling to help your parents reset their online My Virgin Media account password, I appreciate it must have been a frustrating journey for you.
I'm afraid that due to data protection, we wouldn't be able to reset the password without speaking with them directly to get authorisation. However we are keen to help - is there any way that they can create an account here (under a different email address to the one they're unable to access) and we can then help them out from here?
Kind regards,
Beth