Forum Discussion

topcatty's avatar
topcatty
Joining in
13 hours ago

cannot access account.

i get my bill emails but cannot log in to view them or change anything as the email that the bills are sent to is not recognized when i try. i have a mail redirect email which is recognized but when i request a reset email i get sent nothing. i no longer use my vm or ntl emails as i cannot access them directly and i really want to cancel the whole lot but cannot phone as the landline signal is awful and now cannot do so online either lol. downward spiral for 3 years, nearly out of contract and now feeling like  just want to leave VM. anyone else unable to get into their accounts?

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 hours ago

    You can cancel the Contract in writing.  Use Recorded and Signed for Delivery.  You don’t have to speak to anyone.  You account should be terminated after 30 days of the letter being received.

  • topcatty's avatar
    topcatty
    Joining in
    12 hours ago

     I want my account access to know that it has been honored and done. Relying on snail mail and hoping they acknowledge is not ideal. 

     

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      8 hours ago

      Hi topcatty 

      Welcome back to the Community Forums. 

      Sorry to hear that you have concerns accessing your online account. 

      When you say you request an email reset, are you following the forgot email link, or is it the password you're looking to change? 

      We had recently asked customers to change their log in details to a none Virgin Media email and generate a new app password. Do you recall doing this, and if that maybe helps in gaining access to your account?