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Can't access virgin media account or email

Joining in

I can't login to the virgin media account as the email associated with it is an extremely old email I am any longer able to access.  When I try and "recover" the email, the website says "We haven't been able to find your details with the information you have provided".  The account number, area reference and DOB are correct.  I just want to login.


Forum Team (Retired)
Forum Team (Retired)

Hi stevieboy573 👋

Thanks for posting, and welcome back to our Community Forums.

I'm sorry to hear you've had some trouble when attempting to recover/change the email on your My Virgin Media. I'm going to drop you a private message so I can access your details and assist you further.

Please look out for it in the top-right, purple envelope.


Reece - Forum Team

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I never received a PM.  This is still an ongoing issue for me.  When I attempt to register a new account instead it shows this.  This is an old email from the blueyonder days which is no longer accessible and probably doesn't exist.


Hi stevieboy573,

Thanks for posting on our community forums. We're sorry to hear that you're still unable to login to your online account as your email address is no longer in use.

Have you tried to register your account using an alternative email address, or do you get the message an account already exist?

Can you try an alternative web browser and device to log in to your online account, also clear all cookies/cache and history and click on the forgotten username/password section when logging in.

Please try the above first and if you're still unable to log in, we will get an IT ticket raised on your behalf.

Kind regards Jodi.