Bug in VM App and Website - Impossible to Change Telephone Password

[orbilivion]

It seems impossible to change the Telephone Password, on both the app and the webpage. It gets stuck on 'No Uppercase Letter'. You can add one or more uppercase letters and it remains impossible to change the password, always stating new password requirements not met, with a cross by the uppercase letter requirement. Please fix this bug. It's really lazy programming for whoever coded this, not to check it even works! Google has revealed hundreds of messages across various forums stating this issue. Please could a moderator contact Virgin support team and get this fixed. Please.

[orbilivion]

[Arissa_H]

Hi Orbilivion 👋🏼.

Thank you for posting and welcoming you onto the community forum 😊.

Sorry to see you are having issues with your telephone password ☹.

Let me further investigate this matter 🧐.

I will have to private message you, please watch out for the envelope ✉.

[Graham_A · Accepted solution]

@orbilivion In the screenshot it shows two Uppercase letters whereas the requirements state No Uppercase letters.  So it is failing as it doesn't meet the requirements.

[Kath_F]

Hi Orbilivion, 

It looks like Graham has a point here. We're sorry this was missed in our first post to you (nice sharp eyes Graham 🤩)

Can you try again and enter the password all lower case instead and see if this allows it to be saved. If it doesn't just reply to Arissa's PM and we can then help further 😊

Thanks, 

[orbilivion]

Haha yeah turns out Graham is right. You gotta have sharp eyes to spot that. It's odd almost every other website forces you to have at least one capital letter, yet Virgin is the opposite. Bet a load of people get caught out with that one! Cheers Graham. I've managed to change my Telephone password now.

[Graham_A]

@orbilivion I suspect that the lowercase rule is because the memorable word is usually entered via a telephone keypad.

[Kath_F]

Hi orbilivion, 

That's great news, we're really happy to hear that you've been able to update it now. 

As Graham mentioned, as this is the telephone password, it needs to be entered using a keypad at times so the criteria is a lot less strict. We do like to make sure you have a mix of letters or numbers though to keep things as safe as possible but capital letters and special characters are a no. 

If you have any further issues, just let us know. 

Many thanks,