I can not log into my account
I have just attempted to log into my account as I wanted to see why I am being overcharged (compared to other suppliers) and I have discovered that the log in screen now appears different.
I get this screen at first:
Which is fine, and I click on the [Sign in] button and I then receive this new, to me, screen:
I enter my email address and click on [Next] that brings me to the following screen:
However, I know that my email address is correct, 100%. The email in question is my main virginmedia (a @virgin.net) account and I know it's working as that is how virginmedia communicate with me.
Any ideas and/or assistance would be gratefully received?
(I notice that the on-line email system is now asking for additional information, so perhaps the login process has changed and I just haven't received any notifications of any changes taking place?)
Hi jcsatujp
Welcome to the Community Forums.
Sorry to hear that you're having issues with accessing your online account.
You would need to create a new Virgin Media O2 ID to be able to gain access back to your online account. The email this is requesting is the previous login details you used when you accessed your online account. Recently, we asked customers to change their login details to a third-party (non-Virgin Media) email.
This is just for login purposes and is separate from the email you would have registered as your preferred contact. Do you have a third-party email which you may have used to change your login details only? If so, then this would be the email you would need to use in this process.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.
