Can’t reset my password

[dacollie]

I’ve been sent the email to reset my password and I’m trying to do this but no matter what I put in after about 7 characters it comes up invalid and will not let me progress any further. I have seen other posts where they have been PM’d directly to get this sorted so could someone please help me as it’s not good and I can see it’s an ongoing issue for lots of users. 

[Kath_P]

Hi dacollie, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with resetting your password. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[SarahJ4]

I am have exactly the same problem! Can anyone advise how to resolve this?

[Martin_N]

Hi SarahJ4,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue resetting your password. 

I am more than happy to take a look into this. 

I will private message you now to confirm your details. 

^Martin

[Rrowley]

I'm also having the same problem.

I can reset the password to one of my seconary accounts but it doesn't actually change.

[my_phone]

I'm having the same problem too. I manged to get on line yesterday with help from VM cusotmer service but can't get to my secondary virgin media email box. I did set the VM mailbox to forward them to my blueyonder account. I am still worried that now I have been hacked I feel like I need to delete my VM account and ask for all data to be removed. 

[Reece_MH]

Hi Rrowley and my_phone 👋

Thanks for posting, and a warm welcome (back) to both of you.

I'm sorry to hear you're facing a similar issue. I'm going to send you both a private message shortly, so please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,