Change password

[16Bal]

How do I change my password 

[coenoby · Accepted solution]

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@16Bal wrote:

How do I change my password 

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Sadly, these days that simple question requires a rather complex answer because it depends on the circumstances that have resulted in you wanting to change the password.  😮   

I'll try to keep it simple:

1) If you have received an unexpected email from VM in response to a password reset that you never made.

In this case you need to read the two posts in this forum thread from VM https://community.virginmedia.com/t5/Email/Password-reset-emails-Roger-Philip-Investigating and follow the instructions there.

2) If you have forgotten or lost the old password for a VM email account and want to set up a new password.

In that case you can try this option https://www.virginmedia.com/my-virgin-media/forgotten-details/password  and enter the email address you which to reset. Unfortunately that relies on there being a security question set for the email account and so if the screen freezes or you get an error message you will have to go to option 4) below.

3) The simplest case is where you know the existing password but just want to reset it for some reason.

In this case you sign in from this link https://my.virginmedia.com/home/signIn  using the VM email address and existing password of the account you wish to reset.  That will take you to the relevant "My Virgin Media" account for that email address.

Then click on the "Update settings" tab and then  the "Account details" tab. Scroll down that page and you will see a place to edit the password. While you are on that page, make sure you set up a Password Recovery Question that should ensure you can use the Forgotten Password route (option 2above)  in future.

4) The backstop if have no success with any or all these options is to either

• contact VM Customer Services on 0345 454 1111 or 150 from a VM landline and request a password reset.
• or wait for your forum post to be picked up by one of the Forum Team (VM employees who support this forum). They will contact via this thread and check this out for you.

I hope that all makes some sort of sense.  It is a sorry state of affairs.

The final thing I will say is that VM no longer issues new VM email accounts to new or existing customer so it would seem that the provision of a state of the art email service is not high on their list of business priorities. That, along with the difficulties with what should be a simple password reset process adds weight to the advice many of us have been giving on here for some time.

That advice is that now would be a good time for you to consider moving over to a new email provider. There are many good ones out there all much better than VM's email service - see this for some ideas https://www.lifewire.com/best-free-email-accounts 

Coenoby

[Paulina_Z]

Hi @16Bal,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues changing your password. 

Can you tell us if the advice provided by @coenoby was helpful, or if you need any further assistance with your issue? 

Let us know so we can help further if needed.

Thank you.

[16Bal]

Not useful password change not accepting my email address. 
All I want to do is cancel the trial with VM it’s as simple as that 

[Akua_A]

Thank you for your response @16Bal.

To further look into this, I will send you a private message. Please look out for the purple envelope and provide a response when you can. 

Thanks,