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Password Reset

Hi, everyone.

My primary password has become locked and, despite many attempts to reset it using the 'Forgotten password' route, it always fails, as the security/account information isn't recognised. I've noticed that several other users on here have experienced a similar issue and it seems that help could be at hand via a Direct Message.

Is there anyone on here who can help? What information would you need me to provide?

Thanks.

MW

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Message 2 of 11
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Re: Password Reset

Hi Mick,

Thanks for using the forums to get this issue with your online account sorted. Is this for a media account or mobile?

Thanks,

Megan_L

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Message 3 of 11
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Re: Password Reset

Hi, Megan, thanks for responding.

It's a media account.

MW

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Re: Password Reset

Hey mick_w_65,

 

I will drop over a private message in a moment, so that I can look into this for you.

 

Regards

Steven_L

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Message 5 of 11
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Re: Password Reset

Another customer having identical problems with Virgin account!
Received post this morning telling me my account has been locked, checked everything my end and nothing suspicious found.
Regards Brian
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Message 6 of 11
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Re: Password Reset

Hi BrianY,

 

I'm sorry to hear you are also experiencing issues with your online account.

 

Can I just confirm if this is the 'mailbox unavailable' message or that your account is locked due to a password issue?

 

Thanks,

 

Beth

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Message 7 of 11
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Re: Password Reset

Password issues I believe.
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Message 8 of 11
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Re: Password Reset

Ahh okay - I'll pop you over a private message so we can look into resetting it for you. Check out the purple envelope for a message from me.

 

Kind regards,

 

Beth

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Message 9 of 11
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Re: Password Reset

Return message sent, still no access to e mail account.
Your mailbox is not available at the moment.

Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices.

If the problem continues, please call our team for help on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone and select option 2. For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.
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Message 10 of 11
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Re: Password Reset

Hi BrianY,

 

I have now re enabled your mailbox, can you please try accessing your emails again for me?

 

Let me know if you're still having issues.

 

Many thanks,

 

Beth

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