I enter my details into the My Virgin Media app as they appear on my bill when trying to log in, and it tells me that this account does not exist. After looking on these forums its obvious that this is not a unique problem, and I really need this resolved soon as I need to check if there is any outstanding payments that need to be made ASAP. Could do with getting in contact with a staff member soon as this is giving me a lot of grief.
Forum TeamHey josephwho193, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about this account issue.
To confirm is this a new account which hasn't been installed yet?
What happens when you go down forget password route?
Hi mate,
It shouldn't be a new account, I have had this account for ages now, received my router months ago and have been paying bills since, but logging in to online services simply does not work. The point at which I am stuck is linking my Virgin Media Account and Virgin Media O2 ID. It asks me to put in the account number, last name and area reference number, which I have done verbatim from an email received a few days ago, and it tells me that the account cannot be found. I am not even able to reach a stage where I can reset my password. This is incredibly confusing to me and I appreciate that it might not be an easy or quick problem to solve, but I do need it resolved soon as I need to know if I am up to date on my bills and that the manual payment I made the other day has gone through.
Hope to hear back soon,
Joseph
Thanks for the update on this josephwho193 there can be a number of reasons as to why your account is not being found, the account number must be 10 digits long but yours may be less, which would need "0" putting in front of it, or if there is something unique or easy to spell incorrectly with your last name then it may need correcting on our side.
So that we can look into this further we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
