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TJC87
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Can't find or reset username or password

I cannot log in to my Virgin account online. I do not remember/know my username, and the relevant page on the website to retrieve it appears to be broken.

I have previously used the chatbot to try to solve this, but neither of my current emails was recognised, one of which is the one I receive my bills to.

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Emily_G
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Re: Can't find or reset username or password

Thanks for the post TJC87 and welcome to our community.

 

Have you been able to locate the information since your post? 

 

Let us know, Emily.

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TJC87
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Re: Can't find or reset username or password

No
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TJC87
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Re: Can't find or reset username or password

Just tried again, and went from here:

https://my.virginmedia.com/forgot-details/username

 

Screenshot 2021-01-26 at 10.01.21.png

to here:

Screenshot 2021-01-26 at 10.01.04.png

 

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David_Bn
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Re: Can't find or reset username or password

Thanks for the update TJC87,

 

Sorry to see you've been having issues with the self-care account

 

If you're still having problems with the service, do please drop me a PM and I'd be happy to take a closer look into the self-care account, once we've been able to pass data protection with you

 

Kindest regards,

 

David_Bn

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wahidm
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Re: Can't find or reset username or password

Also getting the same issue.

Need some help please!

 

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Steven_L
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Re: Can't find or reset username or password

Hey @wahidm,

 

I can help you out with this, I will send over a private message in a moment so that we can clear account security and get this looked into further.

 

 

Regards

Steven_L

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Steven_L
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Re: Can't find or reset username or password

Hey @Wahid,

 

Thanks for confirming the correct information, I have looked into your account and cannot see any login details for My Virgin Media and no account has been created for this.

 

Please can you try to create a new account using this link here and let me know if this works or not.

 

 

 

Regards

Steven_L

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