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Clyde's avatar
Clyde
Joining in
5 months ago

Locked out of Virgin Media Account

Was in a Whatsapp conversation yesterday regarding upgrading from Tivo box to TV360.

Was asked my memorable word which I had unfortunately forgot. Was advised to go into my details and update the word.

Followed the instructions to do so which also required me to change my log in email address to a non Virgin email.

The verification link came through and I clicked on this and I was asked to sign in using this email address, I was then asked for my password which I can't remember. Tried to change the pass word after verifying my details online which gives my original email address associtaed with the account but when I try to change the password it requires me to verify the new email address.

The result is I am now locked out of my account.

Anyone got any advice on how to recover? Would try phoning but as I don't rememer the memorable word they may not speak to me.

 

  • Hi Clyde, thank you for your post.

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

    In order to look into this for you, 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

  • Hi Clyde, thank you for speaking to us via private message.

    If you have any further queries, please don't hesitate to contact us.

    Regards,
    Daniel