Forum Discussion

CerysDobson's avatar
CerysDobson
Joining in
31 days ago

No proof of virgin account

Hello! I'm writing this on behalf of my dad.

My dad is not very technologically savvy, and after splitting with my mum we have had to make brand new accounts in his name for everything including virgin media. However, i think there was a mistake when originally setting up the account and when he was rang up to reconfirm his email address (due to it being invalid) and create a password, he hasn't written any of this information down and has forgotten the password and didn't know his email. When ringing up the helpline for a separate issue, we asked if we could get any information on our account as we now still didn't know our account number, if there was an email address attached to our account and what our password was. Due to data protection the lady on the phone could not confirm any of these, but said she could change our email over the phone (though again, she could not read it back to us to confirm it was right due to data protection). Despite us doing this, we still haven't received any emails about bills or even a welcome email. 

If there is any way I could find out our account number or add the correct email to our account, that would be really helpful as i want to help out my dad.

Thanks in advance,

Cerys

#accounthelp
  • Tom_W1's avatar
    Tom_W1
    Forum Team
    30 days ago

    Hi CerysDobson thanks for your post although we're sorry to hear of your concerns raised here regarding the account transfer.

    We'd be unable to update any information while speaking to a third party, but what we might be able to do is send out the memorable word reminder letter to the registered account address, which hopefully will help to clear security in future to get this resolved at least.

    Let me send you a PM so we can look to assist. Respond directly when you can!
    Many thanks