Thanks for posting and welcome to the community.
I am sorry to hear you've not been able to reset the password but thanks for letting me know the error message you are getting. This error message you've got normally is generated when creating the account not trying to reset the password so this is interesting.
Please do create your own thread though in future as easier to keep track of posts and avoid missing things 🙂
The first thing we'd ask you to do is to try clearing all cache/cookies, browsing history and also password auto-fill, before retrying the reset of the password 🙂
The next thing if that didn't work, is can you confirm which website page you are using please;
https://my.virginmedia.com/my-profile/view or https://www.virginmedia.com/my-virgin-media/account-settings/details
Also the new password you're inputting, does it meet the criteria below;
- 8-10 characters
- Starts with a letter
- Includes at least one number
- No special characters
Let me know.