Password reset not working for TV Control App

[-MG-]

Hi. The app logged me out and asked me to log back in. It wouldn’t recognise my password so I tried to reset it. When I enter a new password it won’t accept it. Won’t let me get past ‘not contain username’. 
The password I’m putting in doesn’t contain my username so I don’t know how to proceed. Been without the app now for 4 days. Help me please

[Jodi_S]

Hi -MG-,

A warm welcome and thanks for posting on our community forums. Sorry to hear that you're unable to log back on to your TV Control App, and that your new password has not been accepted. 

Can we ask if you have deleted all cookies/caches and history from the device you are using to reset your password for this app?

Also, have you uninstalled and reinstalled the App. Are you able to try and download the App on another device and see if it lets you reset your password this way?

For further help, please check the link here https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-control-app

Please try the above first and come back to us for further assistance if needed.

Kind regards Jodi.