Need help with virgin

[Mollie69]

I’ve just had long draining call with virgin. It appears the email address they have for me is NTL. I have never had that address. I’m old customer with virgin.net address. I cannot get access now to any virgin media log in as saying does not recognise. This worked up until recently. Is this to do with joining o2? The lady just kept telling me my address does not match. Referring a ticket to IT? Any ideas please I’m worn out!! 

[jpeg1]

Are your details shown correctly when you log in to your MyVirginmedia broadband account? 

[Mollie69]

I now can’t get in even if try and change password. Was working fine couple weeks ago. I’m anticipating issues with them and trying to move important emails to my other account. 

[ravenstar68]

@Mollie69 Do you currently have broadband with Virgin Media?  The reason I ask is that Virgin's email was reliant on you having some form of internet (first dial up and later broadband).

Tim

[Mollie69]

yes I have broadband and tv. Stayed with virgin ti keep my email address. Been with them for 30 yrs 

[Zach_R]

Hi @Mollie69,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you seem to be having some trouble with an email account. To clarify, are you saying that you're also having some trouble accessing the My Virgin Media online account too?

Thanks,
 

[Mollie69]

Yes due to it not recognising my email. 

[Steven_L · Accepted solution]

Thanks for coming back to us Mollie69, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[Mollie69]

Hi in  your email it had said IT were looking into my query which I was told last week by virgin would be 5 days . I’ve not heard from them? Sorry can’t find email you sent to me. 

[Martin_N]

I am sorry you haven't heard anything back yet regarding this. I am happy to take a look into this for you. 

I will private message you now to confirm your details. 

^Martin