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BridgeRoad's avatar
BridgeRoad
Tuning in
6 years ago
Solved

can't log in to virgin media account

Hello

Very frustrating - for months now I cannot log into my virgin media account. It always says wrong user name and / or password. I know I am using the correct ones and I've even tried changing my password but it won't accept my personal information either. 

What is the problem? 

How can I access my account?

I've tried phoning your support line, even before the pandemic, and they couldn't answer the problem.

Please help. 

  • GAbz01's avatar
    GAbz01
    6 years ago

    Hi, I just posted the same question twice now. No replies. Extremely frustrating.My details are correct but it says they're not. 

    Drives you insane going around in circles, thinking you've missed something out, but no. My concern is wth has happened to that very sensitive data? I'm looking at username, billing date, area reference, account number ,DOB and it's all correct yet it says they're invalid!

    You cant even bloody re register as you're already registered. Really really annoying and taking up hours of time. Also where are the correct details stored now?

  • GAbz01's avatar
    GAbz01
    6 years ago

    We need a moderator or someone with technical understanding from the Virgin Media Team. Anyone know how to summon one?

263 Replies

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  • brightonjohn's avatar
    brightonjohn
    Fibre optic
    2 years ago

    I can log in ok and then it doesn't actually go any further. So no further forward today.

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

      Hey, brightonjohn. 
      We're sorry to hear of this issue with accessing your VM account, do you get an error message or the page gets stuck for example after you log on to this account?

      Also, do you access the account via a browser our VM App on your handset or tablet and does the same problem exist on different browsers and/or devices?

      Let us know and we're eager to assist further.

  • Spursman's avatar
    Spursman
    Tuning in
    2 years ago

    No, never. I have had the same email address for years. 

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

      Thanks for the response there Spursman,

      Sincere apologies for the issues faced, so we can investigate this further I've dropped you a PM.

      The message will appear within the envelope icon.

      Regards,

  • Betz_BA4's avatar
    Betz_BA4
    Joining in
    2 years ago

    For months I have been trying to access my account but it has never worked. I even rang customer service who manually reset my password and that still didn’t work… so I don’t even know what my new password is, I assume it is what I told customer service to write but I can’t login and therefore I don’t know if they have mistyped it. All I know is I cannot access my account.

    I need to desperately access my account to edit my direct debit details. Please can someone PM me so I can finally get this resolved.

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

      Hi Betz_BA4,

      Thanks for posting on our community forums. We're sorry to hear that you've not been able to access your online account for quite some time. 

      Can we ask what happens when you click on forgotten username/password. Are you able to reset this and log on.

      We also suggest trying another device and web browser, also clearing all cookies/cache and history may help.

      Please can you try the above first. If your still having issues after trying the above, please pop back here and we'll assist you further.

      Kind regards Jodi. 

      • Betz_BA4's avatar
        Betz_BA4
        Joining in
        2 years ago

        Hi Jodi,

        I am unable to reset my password, otherwise I would have done so. I get an error message saying that I cannot reset my password because I do not have additional details set up on my account. It recommends calling your customer support line, this is what I did originally, after being on hold for a long time, a Virgin representative eventually changed my password via the phone. They told me everything was sorted, however, I still was unable to login in. Now I do not know what password they entered, because I the one I told them to enter doesn’t work.

        I am currently aboard so if this can be resolved online that would be my preference.

  • NJ7652's avatar
    NJ7652
    Joining in
    2 years ago

    Hi Forum Team,

    I am having the same issue as Bill. I can use email on my laptop but not my phone. It is the same phone I have used for email for a couple of years without issue, no changes/upgrades. I cannot now log in to Virgin on the phone and get the following message if I try to reset my password:

    "Please ensure you provide the email address you use to sign in to My Virgin Media."

    It doesn't appear to recognise my email, even though it is correct and in use via laptop.

    Can someone assist?

    Thanks

    Nigel

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

      Hi Nigel,

      Thanks for posting and sorry to hear you're having some issues with your emails. 

      Just to confirm-  is the email account that you're having the issue signing into or your My Virgin Media account?

      Have you tried clearing the cache and cookies from your browser?

      Alex_Rm

      • NJ7652's avatar
        NJ7652
        Joining in
        2 years ago

        Hi Alex,

        It is the email. I have tried My Virgin Media on the phone and that has the same issue. I can log in on my laptop. 

        I have cleared all cookies/cache, shut the phone down and restarted and this has not solved the problem. 


  • john128's avatar
    john128
    Just joined
    2 years ago

    Good day, I'm having the same account inaccessibility. I've tried on two machines and it isn't cache. The email address is not recognised. Trying to get the account recognised via the account number and area code is also unsuccessful

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

      Hi john128 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the problem you're experiencing 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • Cantlogin244's avatar
    Cantlogin244
    Joining in
    2 years ago

    Glad to see this issue isn't still happening after 4yrs. Not!

    Come on Virgin. Pull your finger out!

     

  • Concerttom's avatar
    Concerttom
    On our wavelength
    2 years ago

    I am having exactly the same issue as I cannot log into My Virgin Media.  Can you help at all with this?

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

      Hi Concerttom,

      Thank you for your reply on this thread. Please advise have you tried different browsers? What error code are you getting?
      Thanks,
      Zoie

      • Concerttom's avatar
        Concerttom
        On our wavelength
        2 years ago

        Hi Zoe, I have tied various browsers on various devices and I keep getting the following message:-

        “Your email or password was incorrect. Please try again or go back to change your email.”

        Please could you help to resolve this please.

         

        Update - I think that I have resolved this by using a different email address.

  • Dean_187's avatar
    Dean_187
    Tuning in
    2 years ago

    I am having the same issues, I am trying to log into my account to view my bill details, but I am getting;

    "Your email or password was incorrect. Please try again or go back to change your email."

    I try to reset my password, just incase, I enter in all my details such as my account number and area reference, but it doesn't even recognise my detaisl even though they are correct .

    Please contact me and help me sort this out.

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

      Hey Dean_187, thank you for reaching out and I am sorry to hear this.

      What happens when you go down the forgot email rather than password router still the same issues?

      Is that the only error it is giving you?

  • Fudge22's avatar
    Fudge22
    Tuning in
    11 months ago

    Having the same issue for about a week now, cannot log into my email or virgin website,error message say email or pasword not recognised.

    Doing a forgot password option says email not recognised.

    Cant do a forgot email option as i cant remember my account number and it is saved in a email which i cannot access.

    email is [REMOVED]

    [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      11 months ago

      Hi Fudge22 thanks for posting and welcome back to our community.

      Sorry to hear you're unable access your online account and for any inconvenience this may be causing you.  I'd like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

      • plshelpunlock's avatar
        plshelpunlock
        Joining in
        11 months ago

        Hi Lee -- I am having the same issue with my house's virgin media account! We have the correct email and password but it will not let us log in to manage the account. Resetting password multiple times has not worked, and it is impossible to get in touch with anyone over the phone. Please can you help, thanks.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      11 months ago

      Hi Fudge22

      Thanks so much for joining me in a private message.
      I'm happy we were able to resolve your concerns together :).
      If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help. 

      Take care.    
       

  • Philtimo's avatar
    Philtimo
    Tuning in
    11 months ago

    m having same issue, user name or password not recognised.  The same 2 things that have bee in place since 1998. someone please help 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      11 months ago

      Hi Philtimo, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue with logging in to My Virgin Media. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,