Forum Discussion

Hilary54's avatar
Hilary54
Joining in
15 days ago

Why is it impossible for Virgin to sort out password issues

I have been trying for weeks to get into my account without any help from Virgin. I keep being told by Daniel that my complaint has been escalated. They lie because nobody from Virgin contacts me. They take your money but don’t want to deal with issues. It’s a disgrace. I want to cancel TNT & as I can’t get into my account I’m not able to. Does anyone have any idea how to resolve problems with Virgin???

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Which password are you trying to reset?  Looking at some of your previous posts it looks like the My Virgin Media password.

    You can't cancel TNT Sports online, that should be done over the phone, and for that you need your telephone password (memorable word) which isn't the same as your account password (or shouldn't be, although I set mine up so they were both the same)

    If it's an old one then the memorable word often took the form of mothers maiden name, town of birth, first school, favourite pet etc.  That can be sent to you via the postal service.

    VM should also be able to ask you other verification questions such as account number (that will be on your bank statement if you pay by direct debit) billing date, amount of next bill due, account email address.