Forum Discussion

Allien1940's avatar
Allien1940
Joining in
21 hours ago

Unable to access online account

I have been struggling for 2years or more to access my account everything I try doesn’t work. I’ve tried calling help centre they are more than useless, I’ve tried resetting password but never receive the gmail confirmation email so still no access. My wife kept her NTL email address and can not access or it’s disappeared. Over 20 years as a customer obviously doesn’t count and at 85 I could do without this. Seriously think I must be stupid to stay and ams seriously considering alternatives.j

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    17 hours ago

    Hi Allien1940 👋 Welcome to the community forum! Thanks for joining and making your first post. 

    Sorry to hear about these issues with your online account access! There can be a number of different causes for online account access issues. We can take a look and ensure that you have this set up under the correct email address, so that when you are resetting the password, you do receive notification correctly. 

    Just to ensure we are managing your expectations - we cannot update the login email information via any of our digital support channels, so if we discover you need to do this, sadly you will need to give us a call. (📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111)  That being said, I am happy to investigate first, and will do my best to help! 

    Please keep an eye on your Inbox 📩 for a PM offering help. We can return to this public thread with another update when possible. 

    Thanks for your patience and co-operation in the meantime! 🌞