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Nik_B's avatar
Nik_B
On our wavelength
2 years ago

Cannot access VM account online

Hi VM,

Unable to access online account due to email address not being recognised but not convinced online access was ever created.

Sign-In: Forgotten email or password route doesn’t work.

Register Account: entered DOB, account and area info and a screen appears saying account info already exists and shows a partial @ntlworld.com email associated with it but this email is not familiar to us so the reset options are no good.

  • Have spoken to call centre operator via 0345 454 1111 who confirms the billing email address is the one on account but spent 45mins going around in circles and I still cannot access it. 

    Need to change package details so any help on clarifying / resetting access to the account would be appreciated.
access
account
online

1 Reply

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  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    2 years ago

    Hey Nik_B Thanks for reaching out to us on the Virgin Media forums. 👋🏼

    I'm sorry to hear about the issues with the My Virgin Media account issues you are facing. 😢
    I will assist you on this matter and provide the support needed. ✉

    I will send a private message.

    Kind regards,
    Ilyas.