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Sarah-hum
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Account password reset problems

Been trying to reset my account password (as I’ve forgotten it) for the last few days.....a simple task or so I thought!!!! Once prompted to put in my username, account no., area reference & latest bill info it says the information I’ve enter is invalid. 

Made several unsuccessful attempts to phone Virgin Media to help me with this but only found myself stuck in a frustrating loop of “please enter the first 3 characters of your password”......YES that password I can’t remember!!!!

Really hoping this is a way of getting some assistance. I am not a happy customer right now.

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Graham_A
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Re: Account password reset problems

They are asking for characters from your customer verification passphrase, not the account password.

If you still have your welcome letter it will be printed on there.

If you don't know it then just enter nothing at the telephone prompt but wait for the system to transfer you to an agent.  They will then be able to go through alternative security questions with you.

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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Emily_G
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Re: Account password reset problems

Thanks for the post Sarah-hum and welcome to our community.

 

Can we please confirm if you've been able to do so since your post?

 

Let us know, Emily.

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Manipleman
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Re: Account password reset problems

Site wont accept my newPW. It says 8-10 charactewrs  required but wont accept the ones I supplied

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David_Bn
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Re: Account password reset problems

Good Afternoon Manipleman,

 

Thanks for your post on our Community Forums

 

Can you tell me if you've been able to login with your memorable word?

 

If not, can you please advise me if this is your My Virgin Media account, or if this is an E-Mail account your logging into? Would be also handy to know if this is the primary or secondary E-Mail account

 

Kindest regards,

 

David_Bn

 

 

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