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staci-mae's avatar
staci-mae
Joining in
7 months ago

incorrect email address linked to virgin media account

i signed up to virgin media back in November 2023 only to realise the representative who managed my sign up had given incorrect details for my email address which has left me without access to my account which is now building a debt i have no control over, as a single parent this is causing me and my little family much distress, the Wi-Fi gets disconnected every month without fail because the only way i can pay my bill is buy getting a text to say its overdue and getting disconnect for me to receive a link to pay the bill and this is also having a big effect on my credit score as its going down as missed payments. i cannot access my account change my details set up a direct debit i have tried to contact virgin media customer support on more than one occasion, ive wrote emails tried ringing i have even tried to contact the representative who was in charge of my account set up  but I've failed every time to actually make contact with someone from the support team. I think its also important to add how extremely difficult  it is to contact virgin media support team, i am Neurodivergent and every day tasks are not so easy for me, luckily i had help from a friend to use this platform otherwise id dread to think how long this would of been going on for.

I hope to hear back from some body soon to resolve this matter. 
kind regards,

Staci-mae Bell

  • Hi staci-mae,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue with your online accunt. 

    We can certainly take a look into this. I will private message you now. 

    ^Martin

    • Queenpeafrog's avatar
      Queenpeafrog
      Tuning in

      This has also happened to me. I changed from virgin media to community fibre and then switched back again. The Virgin media rep transferred me to a new account using my husband’s name to enable me to get the new customer offer. My email address  was to remain the same but the rep inadvertently changed one letter. The deal was done over the phone and he gave me a new account number which I have subsequently lost and the only document I have is a contract summary that was texted to me. Having not received any emailed details for this account I just checked the texted document and only now spotted the error. Please help!