Forum Discussion

Derek651's avatar
Derek651
Joining in
2 years ago

Re: cant access my virgin media

hi. i am having same issues. i cant access my account as the my broadband account was set up over 20 years ago and ive lost original email. password, memorable word etc. i am the account holder and pay through bank by dd have my vm account number etc. can you help?

7 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Derek651

    Thanks for your post and welcome to our community.

    We're sorry to hear you're unable to access your online account.

    Have you registered for an online account in the past?

    If so, please use the forgotten username/password options and this should allow you to reset the log in details.

    If you have never registered, please register here   

    Please pop back to us when you can. 

     

    • Derek651's avatar
      Derek651
      Joining in
      2 years ago

      hi vikki. i have tried that it says that i have an account. but the email address is the problem i dont think it is even active as it is over 20 years old. i think it was a temporary one just to register. is there a way that i can re-identfy myself to get new security details? i am a member of Digidentity if that is any help

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for coming back to us Derek651, and I'm sorry to hear you've been effected by this issue.

        Check out the envelope in the top right hand corner for a private message from me and I'll take a closer look into this with you

        Thanks,

        David_Bn

         

    • Nailbiter's avatar
      Nailbiter
      Tuning in
      2 years ago

      Hi Vikki . .  I am having the same problem whereby the login page is not recognising my email address which has been the same for many years.  It therefore won't let me use the forgotten password option.  I recently had to set up a separate password to use my account in Outlook, but your online login won't now accept either the previous, or the new one, nor recognise my email address.  This is an issue your end, not mine.  Please assist.

      • coenoby's avatar
        coenoby
        Very Insightful Person
        2 years ago
        Nailbiter wrote:

        I recently had to set up a separate password to use my account in Outlook, but your online login won't now accept either the previous, or the new one, nor recognise my email address. 

        Did you have to specify a non Virgin Media email address as part of the process of generating that separate  mail app password for Outlook? The VM system normally forces you to do that.

        If you did specify a non VM email address then you need to use that non VM email address as the Username (not your VM email address) to sign into the VM webmail service.

        That will not affect your VM email account itself or existing email address. The non VM email address is just the username you have to use to sign into your VM Webmail account from now on.

        As you have discovered, you still use your VM email address in the settings in Outlook.

        Coenoby