Virgin Media Community

[Note]

Hi,

My password has been changed for Virgin Media but I have no idea how this has happened. I’ve stopped receiving emails from them and I can’t log in. I have my email, my account number, the mobile number they recognise, my area reference and obviously my last name but every time I try to log in I get ‘username cannot be found’ (when trying to recover it). I can’t get through on the phone because I need the password before any of the options let me speak to someone. I notice their ‘contact us’ page has simply been changed to a ‘sorry we can’t find that page’ sign consistently so at this point I literally have had no luck trying to just access my account.

Any help from you guys would be greatly appreciated, as well as any emails or phone numbers where I can get through without them blocking me due to the password change.

Thanks so much,

[Travis_M]

Hi @Note

Thanks for posting on our community forum!

I'm sorry to hear about the issue you're experiencing with your email. Can I ask, if you run through the 'Register' option and use your details - does this state that you've already got an account registered?

Regards

[Note]

Hi Travis,

Thank you so much for your help. I’ve just put in my details from the last letter I received (I haven’t received a letter in a long time for some reason).

It simply says in a yellow box ‘the details you have entered are incorrect’

[coenoby]

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@Note wrote:

My password has been changed for Virgin Media ...................every time I try to log in I get ‘username cannot be found’ (when trying to recover it). I can’t get through on the phone because I need the password before any of the options let me speak to someone.

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I hope I'm not stepping on anyone's toes by butting in here.

You don't specify which password has been changed but  I would just make the point that the "password" you need to pass the security checks on the VM customer services phone  line is not the password that you use to access your VM email account or "My Virgin Media Account". It is the memorable word that was set up back when your VM broadband account was created. 

If you do not know that information and are unable to pass VM's alternative security checks then the VM agent on the customer services helpline should be able to send you a reminder in a letter to the postal address of your VM broadband account. That's VM's normal procedure in these cases.

Coenoby

Apologies @Travis_M for butting in here.

[Note]

Hi thank you both so much.

I’ve just called the customer service number and it asks for that password (the memorable word) which I have on a letter, but that doesn’t work either. I’m not sure if a family member or something has changed my details but without that I can’t actually get through to speak to anyone, it says I’m on the right phone number and knows my postcode but yeah, still feel stuck. I’m going to try the text option now and do as you’ve said, I really appreciate you guys taking the time to advise. 

[Kath_F]

Hi Note, 

Thanks for coming back to us in the Community. 

I think it would be best if we take a closer look at this so we can help you further. We will need to confirm some details and pass data protection with you. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,