Main account email not working and renew not going through?

Question

So i went to renew my contract but my primary account won't allow me to log in.

If i put the email address in it goes to the password screen, it then doesn't accept my password even though it's been unchanged for ages.
So i go to the reset page, put in the address but it just doesn't think it's a valid address

"Please ensure you provide the email address you use to sign in to My Virgin Media", yet when i go through the new contract on the renew page it shows the email address i can't log into.

from here i can see i have contract emails, yet everytime i log in the main site it still says i need to renew my contract??

Why after so long is this website still so terrible, it's insanly frustrating to deal with.
I was made the otherday to update my email address to something outside of VM, when i log in on this it still shows my email address as the one that isn't working, from within this though i can access my mail for the address i can't log into.

The first time i renewed was the 22nd September and have recieved the pre-contract documents yet i still got charged my non contract rate on the 10th of Oct and still no sign of an actual update?

Matthew_ML · Answer

Hey Deez, &nbsp;thank you for reaching out and I am sorry to hear this.
What error are you getting?
How long has it been like this for?
Where did you update your email?
Have you tried this new updated email to login at all?

Deez · Answer

i can login fine with the alternate email which is a gmail account, it's only been like this for a month or so. Before this the email worked fine (my account one). I already descibed above what the error is.I don't reallty want to post my email addresses directly on here, but my primary (that isn't working) is the same one this community account is under.Acc no 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]

Vikki_M · Answer

Hi Deez
Apologies, just to clarify for us please, we understand you can log into My Virgin Media with the alternative email address is that correct? If so, what account are you trying to log into please with the other email address that you've advised isn't now working?
Is it the email account itself?
Please pop back to us when you can.&nbsp;

Deez · Answer

I'm trying to login my primary account to try and figure out why when i now have 2-3 versions of the contract acceptance the site still keeps asking me to renew and i got a non renew bill even though i accepted the renew.

The email address it has on the page when it shows me the detail page is the one that isn't working now (possibly replaced by the gmail version).

I'm trying to use the same email i am registered here with, as it's always been my primary account for logging in and making any changes to my account, it maybe that the original email isn't needed now to update the account.

Paul_DN · Answer

Hi Deez,
So we can have a further look at both the emails registered on your account and the offer I have sent you an invite into a private chat, please click on the white envelope to accept.
Regards
Paul.

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Main account email not working and renew not going through?

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