Forum Discussion

XEyedBear's avatar
XEyedBear
On our wavelength
23 days ago

get strange result from 'forgotten email address'

I just signed a broadband-only contract with VM after an absence of some years. Among the tsunami of emails I have received is one inviting me to sign-in to 'My Virgin Media' account (or register for one). I started the sign-in process and immediately selected the 'forgotten password' option. I entered the requested details (name, account no. service area code). the result of the search is strange:

So, some questions:

  1. What can I do with this?
  2. Do I need to create a new 'My Virgin Media' account, assuming the one from years ago is now non-existent?
  3. If my old account is still available, how do I find out what email address to use with it?

Advice appreciated.

9 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    23 days ago

    However, has it really found your email?  The code has just spat out [object Object] as your address?

    Apart from this, I don't think the Mod's here have permissions to alter email addresses etc. on accounts.  I believe you have to call Customer Services directly.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    23 days ago

    Hi XEyedBear 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns with trying to sign up for an online account. 

    This looks like the email you're using is still linked to an account you had previously, which is why it is advising that it has found your email. 
    If you wish to use the same email, this will need to be removed from the older account. Alternatively, if you have another email you can try, you can use this as your Virgin Media O2 ID login detail. 

    Let us know if you've been able to create the online account with another email. 

    • XEyedBear's avatar
      XEyedBear
      On our wavelength
      22 days ago

      I just tried to register a new VirginMedia account using what I think is a different email address (can't be sure since I don't recall what email address I used years ago for original account). The process worked to the point of sending me an email verification link, to which I responded. However, when I try to logon to this newly created account I get this most wonderful message:

       No matter how many times I try again to logon I get this same error. I have tried using 2 different browsers on 2 other computers - all give this same error.

      So now I have a 'My VirginMedia Account'  which I cannot access. How to work around this?

      I have a feeling that this is caused by VM, as part of the account set-up process, requiring me to  link my VM account with my O2 account (which I do not possess). But having no option  but to proceed with this required linking, it now seems that VM thinks I have an O2 account. This doesn't work of course since I don't have phone which uses O2. But it seems like the only way to logon to my VirginMedia account is to use an O2 account which I don't have.

      This is all very confusing but seems typical of VM from my memory. Should I try using a chat bot to sort it out - all I can be sure of there is that it will take a very long time and achieve very little.

      Advice please

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        22 days ago
        XEyedBear wrote:

        requiring me to  link my VM account with my O2 account (which I do not possess).

        From memory, when I setup my VMO2ID, there was a "skip" option for O2.  I don't have an account either, so was able to miss this bit out.

    • XEyedBear's avatar
      XEyedBear
      On our wavelength
      22 days ago

      Yes, I did let you know of my failed attempts to create an online account with another email, in a reply to your post, about 40 minutes ago. About 30 minutes ago I then extended that reply with a comment that I had tried the same procedure on 2 different browsers on 2 different computers - but now I see no trace of that reply or the edit I did to it in this forum. VM... sigh!

      Here I will try to paraphrase the essence of my earlier reply:

      The process of registering a new account worked to the point of my getting a request to verify the email address I used - to which I responded, getting a confirmation that my verification was successful. When I tried to login to the account I received this error:

      I now know this error occurs on every login attempt to any of the 5 different browsers I have access to on any of the 7 computers I have.

      So now I have a 'My VirginMedia Account' which I cannot log into. I thought of pushing my luck by using the VM chatbot - but I can I find no way of accessing it. The VM help facility says it has 'all the help I need'; I beg to differ.

      How do I proceed from here?