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Unable to change password

ic3
Joining in

Been trying for the last few days to change the password for my grandparents account, as they’ve forgotten it but I haven’t been able to. It keeps showing an X next to ‘Not contain your username.’ I have tried countless different password combinations but none of them are accepted. What is the point of having Virgin Media services if they’re not even able to access their account details. 

3 REPLIES 3

Ilyas_Y
Forum Team
Forum Team

Hi @ic3 👋🏼 Thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

We're sorry to hear about the issues you're grandparents are having with the MyVM account. We will be more than happy to assist, the only is that due to data protection, we cannot do this with you, unless you are a registered POA (Power of Attorney) on the account, if not then the account holder will need to make a forums account and we can assist from there.

Let us know if they make one and send them this link so that they can message us back here and we can go on from there.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


the account holder has passed away

Appreciate the reply @ic3 on the forums. 

I'm so sorry to hear about your loss, we send our deepest condolences from us here the Virgin Media team to you and your family and hope it gets easier for you all.
Please ring our bereavement team on 0800 952 2302 and our specialist care team will be able to update the account and get all the changes required, i.e. if you wish to close down the account or transfer over the account details in to another name, we can also reset the memorable word and the online My Virgin Media account.

Let us know how it goes with them and whether or not you need further assistance.
And again, our deepest condolences.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs