Forum Discussion

ashdenton1's avatar
ashdenton1
Just joined
4 months ago

Virgin account access

Good morning,

I'm having trouble accessing my account after renewing my contract.

The email address I was using has now been deleted by Google so I have no access to it for the verification check.

I have updated my new email address and receive bills to this one but when I try and login to the portal online it still says it's linked to the old account so I can't setup direct debits etc.

I've tried calling the help number but no one can seem to understand what's going on.

What do I do as I have to ring every month to pay my bill over the phone!

 

 

4 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 months ago

    Hi ashdenton1 

    Thanks for posting and welcome to the community. 

    We can see you've already spoke to the team today who has raised this with IT for you. Their timescales are 3-5 working days and you'll be contacted when there is an update/fix.

  • ashdenton1's avatar
    ashdenton1
    Just joined
    4 months ago

    I'm still having trouble with this, I've had multiple phone calls and the last one said I failed my security check.

    Apparently my secret word which I set up a very long time ago was wrong.

    I have my bill, area code, account number, address, my last payment exact amount. But I still can't access the online account which means I can't check what the secret word is!

    Very frustrating, all I need to do is change the email address my account was linked to, all bills are going to the new one so I'm not sure what's going on.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      4 months ago

      Hi ashdenton1, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with getting your email address updated. I'm afraid we don't have access to be able to update your log in email address. Please call the team on 150 / 0345 454 1111 and they'll be able to help further.

      Many thanks,