Password Invalid - Try to reset - also invalid

[ygtyyg]

I'm trying to access my virgin media account, and the internet connectivity and speed have been totally rubbish for about two weeks now. 

I can't log in to my account. Apparently, my password is suddenly incorrect. Despite me saving it to a password vault and writing it down, so I know it is correct. So I tried to reset the password, and no matter what I try to enter as a new password, it is always "invalid." 

I can see this has happened to countless other customers, but there has been no clear resolution on this forum. 

 

[Paulina_Z]

Hi @ygtyyg,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're having some issues resetting your password for your online account! I can understand how frustrating this can be.

I can see on the screenshot that the requirements for your password are not met. Have you tried to enter a password that meets all needed requirements to see if this works?

Have you tried to reset your password with the following restrictions to ensure that your password is secure:

• Must start with a letter
• Be between 8-10 characters
• Contain at least one uppercase and one lowercase letter
• Contain at least one number

Let us know how you get on. We're here to help further if needed.

Thank you.