Unable to change my password

[Mari4]

Hi

I am unable to change my password. I tried few times now but I keep getting message invalid password. 
It is frustrating. 
someone help please. 

[Reece_MH]

Hi Mari4 👋

Thanks for posting, and welcome to our Community Forums.

I'm sorry to hear you're experiencing some issues making changes to your My Virgin Media password. Can you confirm whether this is happening on both the app, and website?

Are you able to try using a different browser, or device, to see if this resolves the issue? If possible, can you also provide us with some screenshots of the error you're facing (whilst removing any personal data)?

Thanks,

[Mari4]

Hi thank you for your reply, this is happening on both website and app.

i contacted Virgin but they changed the password on my husbands account instead on mine.

i still can not access my emails. 
I had ntlworld email address for the last 20 years and this has never happened before.  happened before. 

[Alex_RM]

Thanks for confirming Mari4,

Can you confirm if the Virgin Media account is in your name or your husbands? I'll need to send a private message to take a closer look, but this is something I would need to discuss with the account holder,

Alex_Rm

[Mari4]

The account is my husband’s. 

[Alex_RM]

Thanks for confirming Mari4 🙂

If he can please contact us here, we can send him a private message to get a few more details for this.

Alex_Rm