Forum Discussion

Steve_1953's avatar
Steve_1953
Joining in
7 days ago
Solved

VMO2 sign in

Hello everyone,

I've been trying to sign in to myvirginmedia account but get a VMO2 sign in screen. I expected this following the change last year but when I enter my email address a verification link is sent. Unfortunately this email address died at least 15 years ago. I tried getting help from the online chatbot but it gave up and suggested I call 150. I called 150 but went round in circles with no way of actually speaking to anyone. Its final offering was to restart all my virgin equipment, interrupting everyones viewing and internet use; not very popular! All I want is to be able to access my account again so that I can see billing and contract details. Can anyone help?

Thanks,

Steve_1953

  • Michael_M's avatar
    Michael_M
    6 days ago

    Hi there Steve_1953,

    Thanks for taking the time to post, we know how frustrating it can be when you’re stuck in a sign‑in loop, especially when the email on the account is no longer active.

    When older Virgin Media accounts were migrated to the new My VM / O2 login system last year, the verification process began using the email address currently registered on the account. If that email has been inactive for many years, you won’t be able to complete the security check, which is why the login is failing.

    To get this resolved, we’ll need to update the registered email address on your account. For security reasons this can’t be done publicly on the forum, and it usually does require a manual check from the support team.

    What we can do for you is we will send you a private message to take a few details securely. Once we’ve verified the account, we can update the contact email. After that, you’ll be able to access My Virgin Media again, including billing, payments and contract information.

    This situation can happen to anyone who has an old NTLWorld/Blueyonder/Virgin email address that’s been closed for a long time, so if anyone else reading this is experiencing the same issue, the solution is to get in touch with us so we can help update the login details safely.

    Please look out for our PM shortly and we’ll get this sorted for you.

2 Replies

  • Steve_1953's avatar
    Steve_1953
    Joining in
    10 hours ago

    Thanks very much to Michael_M for all his efforts in resolving this issue.

  • Michael_M's avatar
    Michael_M
    Icon for Forum Team rankForum Team
    6 days ago

    Hi there Steve_1953,

    Thanks for taking the time to post, we know how frustrating it can be when you’re stuck in a sign‑in loop, especially when the email on the account is no longer active.

    When older Virgin Media accounts were migrated to the new My VM / O2 login system last year, the verification process began using the email address currently registered on the account. If that email has been inactive for many years, you won’t be able to complete the security check, which is why the login is failing.

    To get this resolved, we’ll need to update the registered email address on your account. For security reasons this can’t be done publicly on the forum, and it usually does require a manual check from the support team.

    What we can do for you is we will send you a private message to take a few details securely. Once we’ve verified the account, we can update the contact email. After that, you’ll be able to access My Virgin Media again, including billing, payments and contract information.

    This situation can happen to anyone who has an old NTLWorld/Blueyonder/Virgin email address that’s been closed for a long time, so if anyone else reading this is experiencing the same issue, the solution is to get in touch with us so we can help update the login details safely.

    Please look out for our PM shortly and we’ll get this sorted for you.