Unable to log on to Virgin Media

[BIGAL5]

My change of password was confirmed by Virgin Media to my agreed e mail address, when I tried to contact them the message read," incorrect password/user name".

I cannot contact them because they will not accept my details, despite e mailing me to an address that they say they cannot recognise.

[Akua_A]

Hi @BIGAL5,

Welcome back to our community forums.

Sorry to hear you are having issues with your My virgin media log in. There are parts of the post that I want to do my best to understand and to best help. Just to confirm, when logging in are you getting the message  "incorrect password/user name". Have you tried changing you password yourself as seen here? vvirg.in/NS1Qd. If so what happens?

Thanks,

[BIGAL5]

When logging in I get the message, incorrect password/user name, strange because the heading does not ask for a user name.

Virgin must recognise my e mail address because I receive messages sent to it.

I changed my password to overcome this problem, Virgin acknowledged the change, but still refused to accept it when I try to log in.

[Jodi_S]

Thanks for coming back to us BIGAL5,

Can we ask if you have tried to log in using a different web browser and device? Also clearing your cookies/caches and history can sometimes resolve this issue.

Please can you try the above first and come back to us if this does not work.

Kind regards Jodi. 

[BIGAL5]

when I used your suggested link vvirg.in/Ns1Qd I tried to open the U tube, but it read, private message, and would not open up.

[Gareth_L]

Hi BIGAL5

That links comes as blank from here 

I can have a look at changing the password for you from here 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L