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Invalid password issues

Joining in

I am going around in circles trying to set up a new password so I can login to MVM account and change the parental settings.  Everything over 7 charcaters is invalid but it says between 8 and 64! Really frustrating - please can someone reset my password so I can access this please.  I have used password generators too - still not worked



VM a/c Password has the following criteria:

Must start with a letter.
Be between 8-10 characters.
Contain at least one uppercase and one lowercase letter.
Contain at least one number.
No special characters.

I'd suggest :

Virus Safe - Enabled
Child Safe - Disabled   ( if Enabled expect to block  Teleconf Platforms  / Social Media / Messenger apps / Office VPN / Online Games etc etc ... )


Forum Team
Forum Team

Hey @coleeliz78,

Firstly welcome to the Community Forums and thanks for the post.

Sorry to hear you are having an issue setting up a new password, what @Client62 has advised are the password requirements, has trying this helped rectify the issue?

Cheers. Joe

Afraid not - I have tried really random passwords.  As soon as I go to 8 characters is says invalid.  It also stated 8-64 and not 8-10 which doesn't make sense.

Very Insightful Person
Very Insightful Person

The password criteria posted by Client62 are out of date.  

Virgin Media's password policy is:

8 to 64 characters
can only contain alphanumerical characters (a-z, A-Z, 0-9) and the following additional characters !@#&*_
must contains at least one letter and numerical character


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Thank you - the issue is that when I go from 7 to 8 characters (and I’ve tried every combination) it says invalid.

Thanks for getting back to us @coleeliz78,

What we would like to do for you here is invite you in for a private message, I will send this to you shortly. If you have not used our private message function before, you can find this in the top right hand corner of the screen via the little purple envelope.

Speak to you there. Joe

Hello, I am having the same issue where I'm going in circles to change my email password. It keeps saying that it's invalid even though I'm meeting the password criteria.

Please assist.

Forum Team (Retired)
Forum Team (Retired)

Hello gkimbell, 

Welcome to the community and thank you for posting. 

We are very sorry to hear you are experiencing issues with your email account and password. 
Can you please try the page on another browser? Also, we would recommend clearing the cache and cookies on the browser before attempting to set the password. 

Please let us know how you get on.