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Can’t change account details

Joining in


Please can someone advise.

I have been unable to log into my on-line account.

After much ado I eventually managed to speak to a lady at VM, who gave me a temporary password.

However, on now gaining access to my account I am unable to change any of my account details.

I’ve set up a new email account with which to log in, as recommended, and received an email to this account with a link to confirm it. On pressing the link I am taken back to VM login page. However, I can only get in using my previously used email and the temporary password.

If I try and change my password I’m told to change my email…..I seem to be going round in circles.

Also the system won’t let me change my phone number.

I am using a mini iPad, as I do not have a laptop. Can this be causing a problem?

Any advise would be gratefully appreciated 

Thank you



Forum Team
Forum Team


Welcome back to the community forums 

Sorry to hear you're having issues accessing your online account. 

Can you confirm, do you get the same error when using the website and the My Virgin Media app?

Please try clearing your devices cache and cookies to forget the old password in case the iPad is remembering this for you and causing confusion with your new username. 

Here to help 🙂
Virgin Media Forums Agent