Forum Discussion

Xephash's avatar
Xephash
Joining in
14 days ago

Unable to log in my Virgin Mobile/Media, password reset doesnt send email

Been wanting to log in to my virgin account so I can see how much longer I have to pay off my devices. Since the sims are now with O2 and virgin have the devices. However I cant remember my password. Thought it would be simple to reset but the system doesnt send me the password reset link to my email. Its the correct email as Ive received bills and order confrmation via it before. Tried to call them and no help at all, was transfered and then they hung up on me. Could check my contracts via the portal but I need the security key. Im guessing i need to log in to get this, so im stuck in a circle. If anyone can help that would be great as its driving me crazy. Thanks in advance

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    13 days ago

    Hi Xephash thanks for your post although we're sorry to hear of the concerns you've raised here.

    To log in, you will need to correctly enter the following.

    •  Credit agreement number
    •  Security key
    •  The last 4 digits of your bank account number

    This info will have been sent with one of two emails when the agreement was first taken out.

    These will have come from YourAccount@virginmedia.co.uk with the subject lines: 'IMPORTANT – Your new credit agreement from Virgin Media' and 'IMPORTANT – Your password from Virgin Media'. Please check your email inbox including junk folder just in case.

    If you can't locate the email and still need help then please don't hesitate to let us know.

    Many thanks

    • Xephash's avatar
      Xephash
      Joining in
      13 days ago

      That's my problem I'm unable to find that either. I tried calling virgin media and they don't help at all. They end up hanging up the phone. Don't care about customers at all. I will be leaving once my phones are all paid for

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        13 days ago

        Hi Xephash thanks for your reply, sorry this is being difficult for you - we appreciate your frustrations with this.

        Please let me send you a PM so we can investigate further and try to help, respond directly when you can!
        Many thanks