Forum Discussion

Val58's avatar
Val58
Tuning in
3 days ago

Still no hep from Virgin Media after 7 weeks....

Hi, I messaged on 20th January about not having access to my virgin.net email account and am still waiting for a response from yourselves.  I cannot log into the account as VM are saying I'm using the wrong password.  It's the one I've used for many years so I know this is not the case.  Anyway I decided to change it just to try to access the account again, but after numerous attempts and after logging into My Virgin Media, I've still been unable to do this.  I'm going round in circles....!  Is there anything you can suggest, since I've no idea what else I can try?  I've had virgin broadband for many, many years now and when this happened last year the problem was resolved by "linking"(?) my virgin.net email to my broadband, so that it had a link to a service with yourselves which I currently still pay for.
I have another email address I can be contacted on, since I still can't access my virgin.net email.

  • Buffer6's avatar
    Buffer6
    Legend
    3 days ago

    I'm really sorry to hear about the trouble you're having with your Virgin.net email account. It sounds very frustrating to be stuck in a loop like this. Here are a few steps you might consider trying:

    1. Use the Forgotten Password Link: Ensure you are using the correct link to reset your password. Sometimes, there are different links for different types of accounts.
    2. Clear Cache and Cookies: Try clearing your browser's cache and cookies or use a different browser to see if that helps.
    3. Check for Account Linking: Since your email was previously linked to your broadband account, double-check to ensure this link is still active in your Virgin Media account settings.
    4. Contact Customer Support Again: It might be helpful to request to speak with a supervisor or someone in a higher position who may have more authority to resolve your issue.
    5. Formal Complaint: If you haven't already, you could file a formal complaint with Virgin Media, which sometimes escalates the issue to a faster resolution.
    6. Alternative Contact Methods: Try reaching out to Virgin Media on social media platforms like Twitter or Facebook. Sometimes, companies respond more quickly through these channels.

    Remember to document all your communications, as it might be useful if you need to escalate the issue further.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 days ago

    Hi Val58, 

    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 accessing your Virgin.net email account. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,