Password Reset Issue - Not Contain Username?

[GemmaDoherty68]

Hi all,

I hope someone can help because this is driving me crazy. I'm trying to reset my Virgin Media password but it keeps telling me "Not Contain Your Username" with an X beside it. I've followed all the requirements but no matter how many variations I try, it won't let me proceed. I've tried this on my phone, my laptop, 3 different browsers, cleared cache & cookies but it won't work. I hope someone can help as I'm trying to log in to O2 Priority for Peter Kay pre-sale tomorrow morning. 

Thanks,

Gemma

[GemmaDoherty68]

[Steven_L]

Hey GemmaDoherty68,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having trying to reset the password from your online account.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[BrendaJ42]

Good morning,

I'm also having the same issue - any help would be appreciated.

Many thanks

Brenda

[BrendaJ42]

I should add that I've tried it on both Firefox and Chrome, and have the same issue

[newapollo]

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@GemmaDoherty68 wrote:

Hi all,

 I'm trying to log in to O2 Priority for Peter Kay pre-sale tomorrow morning. 

Thanks,

Gemma

---

Hi Gemma,

There are known issues with the Priority app at present. See <<< this thread >>>   and <<< this thread >>> 

Hopefully it will be quickly resolved.

There's also the web page  https://priority.o2.co.uk/  although that's currently got a 503 error, so the server is either overloaded or down for maintenance. 

[newapollo]

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@BrendaJ42 wrote:

Good morning,

I'm also having the same issue - any help would be appreciated.

Many thanks

Brenda

---

Hi Brenda,

Is your problem with the O2 priority app or the My Virgin Media app?

[BrendaJ42]

Good morning,

The issues are with changing my password online for My Virgin Media (same as Gemma), and with the O2 priority app (the webpage doesn't load)

Thank you

Brenda

[Steven_L]

Hey @BrendaJ42,

Thanks for taking the time to post here on the forums, I’m sorry to hear of the issues that you’re having trying to reset the password from your online account. 

I would be happy to take a further look into your online account issues but the priority app issues are being looked into with ourselves and O2. I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L