Forum Discussion

PedroAveiro25's avatar
PedroAveiro25
Joining in
2 years ago

Recovering my Account

Hi there! I'm currently struggling in accessing my Virgin Broadband account. Unfortunatly i cannot remember my password our my memorable word, and when i try to reset my password the minute i press the link it goes straight to link expired, ive also changed my phone number so when i try to get into costumer service they ask me for my memorable word which i cannot remember as well, having an absolute headache because my contract is almost finishing and i need to renew it. Can anyone please help me with this issue ? Thank you so much

  • Robert_P's avatar
    Robert_P
    Forum Team
    2 years ago

    Hello PedroAveiro25

     

    We're sorry to hear of the issues accessing your account and getting the issue looked into, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    When you say accessing your Virgin Broadband account, are you referring to your online account? Are you trying to access it via the website or via the MyVM app? Both of these have password reset option, is this when you get the expired link message? We can't make package changes via the forums, for this you would need to speak to the team on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. If you're the account holder and unable to answer the password they can ask additional questions.

     

    Let us know, we're here to help.

     

    Rob

    • PedroAveiro25's avatar
      PedroAveiro25
      Joining in
      2 years ago

      Hi Robert, 

      First of all thank you very much for your reply.

      Yes I am refering to my online broadband account and yes i did try to access via App and website, I try to to reset the password on both (website and app) it sends me a link to my email and when I click on it it immediately gives me expired link, I have been trying these options for the last weeks and im unable to reset it unfortunately, I have costumer ID and Area number I also have bills in which I can provide to prove I'm the owner account if it helps.

      Kind Regards

      Pedro Aveiro

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        2 years ago

        Hi PedroAveiro25 👋.

        Thanks for the update on this, we would need to bring you in for a private message so that we can assist with getting your account accessible to you again.

        Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina