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Account Vanished, Can't make a new one, When did this service become so appauling?

Joining in

I tried to log in to an account I've used for almost two years. No? Password wrong? Okay, so I go to forgot password, oh? My account doesn't exist even though it's the email I've received my bills on and have saved attached to that password for auto-fill on a virgin? okaaayyy... Guess I'll enter my area code, date of birth and account number to find my email. Oh, those don't work either? Guess I'll create a new account even though, again, I have one... and I try 30 different passwords all of which are strong, and I'm told I'm not allowed to use any of them.

To add insult to injury, I'm trying to get onto my account to stop an almost £50 bill despite asking the call team to cancel my services after the last bill.


Whatever is going on is disgraceful; if anyone can help with this nonsense, please do.


Forum Team
Forum Team

Hi OllyBramhill, 

Thank you for reaching out to us here on the Community.

I am very sorry to hear of the issues you have been experiencing when accessing your online account.

I would like to take a look at things from my side so I am going to pop you over a private message to confirm a few details. This message will be available via the purple envelope on the top right of this page. 

Speak soon,