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rmattcollo
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Log in/password reset issues

Hi

I am currently having problems resetting password to my virgin media online account. I have completed the security information. (account no, area code and last bill) but the information is showing as incorrect.

Can anyone help or point me in the right direction.

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Beth_G
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Re: Log in/password reset issues

Hi rmattcollo,

 

Thanks for posting and welcome to the community forums 🙂

 

Sorry to hear you've been struggling a bit with your online account password reset. I just wanted to confirm that you're aware that all your security answers are case sensitive, so with that in mind, could that be where you're going wrong?

 

If you're still stuck not to worry, I can pop you over a pm so I can reset the password for you from here, having passed data protection with you.

 

Let me know,

 

Beth  

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rmattcollo
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Re: Log in/password reset issues

Hi Beth,

Thanks for your reply, It does not come up with a security question. It goes straight to the acc no, area code and last bill page.

Thanks

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Beth_G
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Re: Log in/password reset issues

Hi rmattcollo,

 

It sounds like you may be going down the 'forgotten my username'  router, rather than 'forgotten my password'. If it is your password you need to reset, rather than retrieving a forgotten username, on the online password reset page, the questions you'll be asked for is your set security question and date of birth, after putting in your username.

 

Can you please just head here again for me and take another look?

 

Thanks 🙂

 

Beth

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rmattcollo
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Re: Log in/password reset issues

I have tried the link you posted but this has taken me to the same page.

The account is an ntlworld email/username, not sure if this is whats causing a problem

Sorry to be a pain

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Beth_G
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Re: Log in/password reset issues

Don't apologise! 

 

What I'll do is pop you over a PM so I can reset the password for you from here. 

 

Check out the purple envelope for a message from me 🙂

 

See you there,

 

Beth

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