Forum Discussion

ElishaB1's avatar
ElishaB1
Tuning in
23 hours ago

2 months later still can’t access online account!

Exactly what the title says. I still can’t access my “my vergin media app” despite bring reassured it’s a glitch and if I sign up with a new email it will do it. It hasn’t. 

It repeatedly says “we’ve found your account email, object object” and then goes off. 

I can’t access my bills or request an engineer as my broadband is waaayyy below what I’m paying for and keeps dropping out when I go into rooms where the router isn’t. 

Im at my Witts end with it & I’m thinking about cancelling if this isn’t sorted. 

account
Broadband
cancellation
complaint
contract
Help
netflix

9 Replies

  • ElishaB1's avatar
    ElishaB1
    Tuning in
    14 hours ago

    All it needs is my account linked to my email which an advisor stated via here this could be done but now it can’t? I’m at my whitts end with it. 

  • ElishaB1's avatar
    ElishaB1
    Tuning in
    14 hours ago

    Yes they stated they’ve raised a ticket (weeks ago) but there’s nothing more they can do. Everytime I try and sign up with my email or a new email it says “we’ve found your account, your email is object object.” That’s word for word what it says. 

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    20 hours ago

    Hello ElishaB1

     

    We're sorry to hear you're still having issues accessing your online account, we understand the frustration this is causing.

     

    We can see we have advised previously we aren't able to make the necessary changes via this platform and we asked you to contact the team.

    Were you able to do this? If so, what did they advise during the call?

  • ElishaB1's avatar
    ElishaB1
    Tuning in
    1 month ago

    I’ve discussed this issue before but it remains unresolved. My broadband order isn’t linking to my Virgin Media account so I can’t track my parcel, view contracts or access billing. Every time I try to click on tracking or anything in the My Virgin Media app it simply says “oops, it’s not you it’s us.” 

    Can this be resolved please ASAP as this issue was raised 2 weeks ago. 

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team (Retired)
        1 month ago

        Hi ElishaB1,

        Please create your own thread so we can assist further.

        Thanks

    • ElishaB1's avatar
      ElishaB1
      Tuning in
      2 months ago

      I placed an order for TV and broadband on 29/10/25. Unfortunately VM didn’t add a phone line therefore this required me having to cancel and redoing the whole order! 

      The issue is that my account isn’t showing my correct order. It’s displaying the first order, which has already been cancelled. I’ve spoken to customer services but they don’t seem to know what to do?

      Can someone please help me? I’m losing hope. Why is everything so complicated?

      At this point, I’m considering cancelling everything and sticking with my current provider. I’ve been on the phone nonstop for the last three days!