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Lost email & password details

Joining in

I'm enquiring about account details for my mother, I remember when she registered she was given an email address starting with her initials and then a bunch of random numbers & letters, it was written down somewhere but I can't find it. I tried the online recovery options with the account number, area reference etc.. But that's no good because it only partially shows the email address, and since the email was seemingly randomly generated I don't know what it is.

Without the details I can't go on the account and change the package options if wanting to upgrade/downgrade easily. She's been unwell so I'm trying to do this for her.

Can these details be sent through PM or through the post? I can provide the acc number & area reference etc if needed.


Very Insightful Person
Very Insightful Person

@Ape-man wrote:

Can these details be sent through PM or through the post? I can provide the acc number & area reference etc if needed.

Before they can discuss anything related to a broadband account Virgin Media staff will need to ensure that they are talking the the account holder. That's a legal requirement as part of the General Data Protection Regulations which apply to all UK organisations.

Clearly that many be difficult in this case. However, the Forum Team, (VM staff who support this forum) are best placed to help and advise you with this and I have escalated your post to them.

They will be contacting you soon via this forum thread and will then use the forum's Private Message (Direct Message) facility to discuss it with you privately rather than posting the open forum.

I hope you can get this sorted.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Forum Team
Forum Team

Hi @Ape-man, thank you for your post.

We're sorry to hear your mother isn't well at the moment and hope she gets better soon.

In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @coenoby 👍