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waddy70
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CANNOT ACCESS ONLINE ACCOUNT

Unable to access my online mobile account. When I try to login will not recognise my details, when I try to reset my details system has a problem with my e-mail address despite this being the address that I receive my bill notification evert month. Have phoned details of to Tech. support 2 weeks ago but so far nothing back from them.

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Forum Team (Retired) Mat_H
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Message 2 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

Hi Waddy70,

Welcome to the forums Smiley Happy

Sorry to hear that you're having issues with accessing your online account. I want to get this all sorted for you. Are you able to attempt to re-register the account to see if this works?

Let me know how you get on.

Thanks,

Mat


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Forum Team (Retired) Mat_H
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Message 3 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

How are you getting on with this Waddy70?

Let me know if you need me Smiley Happy

Thanks,

Mat


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waddy70
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Re: CANNOT ACCESS ONLINE ACCOUNT

Have tried to reregister but message comes back that my mobile number is already registered, if I try to rest my password the message comes up that I cannot reset it as there may be a problem with my e-mail address.

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MrsMoose
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Message 5 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

This seems to be the same problem that I'm having. I was trying to register unsuccesfully as a new user - in the hope that would work - but evidently this isn't a fix if the original poster's experience is anything to go by

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Forum Team (Retired) Mat_H
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Re: CANNOT ACCESS ONLINE ACCOUNT

Hi both,

 

Welcome to the community Smiley Happy


I'm sorry that you're having this issue with your online account. Can you let me know if you're still experiencing this?

 

If so, please give us a call on 789 or 0345 6000 789. We will need to raise an IT ticket to delete the exisiting accounts.

 

Thanks,


Mat


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MrsMoose
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Message 7 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

Hi, I'm still having the problem. I did end up ringing a guy on 789  in order to top up my PAYG phone with credit. He asked for my password and I told him that the website wasn't accepting it, but I'd tell him it anyway.

He said that the password I gave him was what he had on file/on screen whatever, only he'd got it - for some reason - all in uppercase.  He applied the top-up,  After speaking to him I then tried putting in my original password in uppercase to access my account online- but the Virgin website still rejects it. 

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Superuser
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Message 8 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

 

Hi MrsMoose,

the password that you give over the phone to the agent when calling about your account isn't necessarily the same password that you use to access Your account via PC/laptop e.t.c.

AlexKid :-)

 If you want to say thanks > click 'Kudos'.
Answered your question? > click 'Mark as Helpful Answer' also.

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waddy70
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Re: CANNOT ACCESS ONLINE ACCOUNT

Problem solved by an excellent telephone operator who managed to solve the problem without having to raise an IT ticket. Problem was with the e-mail address on file which was not my e-mail address. 

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Forum Team (Retired) Mat_H
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Message 10 of 10
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Re: CANNOT ACCESS ONLINE ACCOUNT

Glad to hear this was all sorted Waddy70 Smiley Happy

 

Please let me know if you need anything at all.


Thanks,


Mat


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