I'm having an issue with mobile account which has been ongoing for months. I've spoken to people on the phone, on chat, none of them have been able to help so i'm turning to here. I keep getting told to 'wait and it will sort itself out', but this hasn't happened.
I have a virgin mobile account which i setup when i purchased a sim only deal from virgin, i have the login details written down etc so am sure they are correct. I get my bills emailed to me, my bills get paid via direct debit, i'm able to view account on the mobile app, so no problem there. The issue:
When i try to log in online, i get the message saying incorrect login details. I'm sure they're not incorrect, but for the sake of trying to solve the issue i assumed they are. So i go to forgotten password etc, enter in my mobile number and postcode to reset details, and it says 'we can't seem to find you on our system' which suggests i'm not in fact registered... Seems odd because i definitely am, so then i go to 'register new account', input my info etc and try that - this time i get the message saying 'the email address you've given is already registered with us', confirming i am registered.
So i'm simultaneously being told i) my password is incorrect, ii) but i'm not registered on their system, iii) but i can't register because i am already registered on their system...
The website has been claiming maintenance earlier this morning so might be worth trying again now on the off chance it's started working. Don't forget that the password is case sensitive.
Since you mentioned postcode in your post I wasn't sure...have you tried "Forgotten your password?" (above the login button)? This initially takes email address and phone number only, followed by a texted code and your call centre password.
How many times do you think you have asked them to reset your password over the phone?
Welcome to the Community Forum and thanks for your post. I'm sorry to hear that you are experiencing a problem with your online account. Thank you for letting us know that the Mobile My Account app works. Has this been sorted out for you yet?
If you are still having problems with this, please let me know.
I'll need to take more information to investigate this for you, so I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.
Also, bumping your post on the Community Forum pushes it to back of the queue as it looks like there's been a response. If you haven't received a response to your post within two weeks, please notify the moderators.
Thanks for your reply. As i mentioned in my first post, when i follow the steps you outlined and go to register now, the system says my email address is already registered. When i then try to log in with my registered email address it doesnt work. When i choose 'forgot my password' the system says my email address isnt recognised.