email password

[TonyS4]

I have no accounts with Virgin other than an @virgin.net email address which I access on my PC. Up until 2 days ago this was functional. Unfortunately I have forgotten the password. Following the links through "sign in to my Virgin media" I have accessed the change password section. My email address is verified and I have answered the 2 ID check questions. Now the fun starts - it doesn't matter how basic or complicated I make the new password, I get the message "you cannot use that password - choose another".

I have spent 2 days on the phone and via WhatsApp webchat with what seems like every department in Virgin and got NOWHERE. I know the email address works because I can see it on my iPhone and people are still messaging me. The last information from Virgin was "you need to change to virgin.com - but that will mean losing everything tied to virgin.net.

They also suggested calling the Support line, but as I don't have a Virgin account, I get no further forward.

Any ideas out there??

[Travis_M]

Hi @TonyS4

Thanks for posting on our community forum and sorry to hear about the issue regarding your email.

Just to double check - do you currently have an active broadband account with us? If not, the chances are the email will be gone for good as we do not allow any non-customers to have Virgin email accounts unfortunately. We can investigate further if you do have an active broadband account with ourselves, please do let me know.

Regards