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rc37282
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Unable to reset password

Issue:

I am unable to reset my password as the password strength is classed as “invalid”, even when using passwords generated by a password generator. I am therefore not able to reset my password and access my virgin media account.

Reproduction:

1. Open the MyVirginMedia app
2. Select “Broadband tv and phone”
3. Select “Forgotten … password
4. Follow the link provided in my email to the reset password page on virginmedia.com
5. Try to choose a new password

Result:

No passwords are valid. Password strength is ”invalid” even when meeting the password criteria.

Expected:

A password can be set and password for my account changed.

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rc37282
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Helpful Answer

Re: Unable to reset password

The validation now seems to be behaving as expected for me. I was able to reset my password

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JMerritt
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Re: Unable to reset password

What did you do, mine keeps doing this and it's driving me crazy!

Thank you

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ed0906
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Re: Unable to reset password

Think for me a browser plugin was causing the issue. Not sure which one mind, but I swapped to a different browser and it seemed to work…

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David_Bn
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Re: Unable to reset password

Thanks for the update @ed0906.

@JMerritt, can you please confirm if this has allowed you combat the issue you're facing, or do you still require further assistance?

Kindest regards,

David_Bn

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JMerritt
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Re: Unable to reset password

Hello, 

No it won't allow me to reset it

Screenshot_20220816-153725_Outlook.jpgHello,

As you can see it will not let me confirm a password.

The one entered is just a random bunch of characters!

Please help!

Thank you, Jamie

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Zoie_P
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Re: Unable to reset password

thank you for providing the screenshot JMerrit, are you able to do this from a different device or browser? 

Have you cleared your cache/cookies?

Zoie

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