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mr_sj
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Can't log on to virgin media account

Just had my bill emailed to me and have tried to log on to view it. It says my password is incorrect even though I'm sure it's not.  So have requested to reset password and it tells me my place of birth is incorrect, pretty sure it's not as I k ow where I was born. 

So, I chose option of don't know security answer and it asks me for bills details which is handy as I have it right in front of me and of course it tells me they are invalid!

Have spoken to someone on twitter who told me to post on here and somebody will help me out. 

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Megan_L
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Message 2 of 11
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Re: Can't log on to virgin media account

Hi Mr SJ,

Thanks for using the forums to get this issue with your online account looked into, I am sorry this has happened.

Can I ask if you're a new customer and this is your first time logging in?

Thanks,

Megan_L

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mr_sj
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Re: Can't log on to virgin media account

No I'm not new customer.  Have been one for years. 

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Megan_L
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Re: Can't log on to virgin media account

Okay, thanks for clarifying that for me. 

I'm going to send you a PM so we can try to sort this out within your account. I believe resetting your online account on my side is a way forward, I'll reset it to a dummy password which I'll give to you, then you just log on with that and hopefully it will resolve it! But if not we will continue to troubleshoot this together 🙂

PM incoming!

Speak soon.

Megan_L

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Megan_L
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Re: Can't log on to virgin media account

Hiya Mr SJ,

Thanks for chatting with me in our PM, im glad I was able to get this issue resolved thanks to my nifty trick with a dummy password 🙂

if you need anything else in future, just create a new post and me and my team will be more than happy to help again!

Have a lovely week and try to stay out of the rain lol 🙂

Warmest regards,

Megan_L

MrChi
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Message 6 of 11
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Re: Can't log on to virgin media account

Hi Megan_L

So I'm having the same problem. Can't log on in 'my virgin media' account. It says password is wrong but when I try the 'recovery' option it asks me again for the password that keeps on saying it's wrong.

I have even tried to open a new one but when I introduce my details it says that I already have an account.

Can you help with this? Thank you.

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Emily_G
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Re: Can't log on to virgin media account

Thanks for the post MrChi.

 

Can we please confirm if you've tried an alternative web browser or device to log in? 

 

Have you already registered for a My Virgin Media account?

 

Let us know, Emily.

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MrChi
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Re: Can't log on to virgin media account

Thanks for answering, Emily.

Yes. In fact if I tried to register a new account I'm stopped cause it says that I already have an account so it starts again asking me for a password.

I haven't tried any alternative web browser nor another device.

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Emily_G
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Re: Can't log on to virgin media account

Thank you for confirming, are you able to try an alternative web browser or device for us and let us know if this shows the same error? 

 

It would be the email you first registered with if this already exists. 

 

Thanks, Emily.

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MrChi
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Message 10 of 11
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Re: Can't log on to virgin media account

Hi again.

I have just tried on an different device with the same result. It doesn't recognise my password.

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