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KevinO1
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Can't log on to virgin media account

Hi, my mother has been unable to access her virgin media account for several months, not accepting her password nor her answers to the security questions to reset her password. She has rung virgn media a few times for help and has had her password reset over the phone. On each occasion she has been able to access her account but then the next time she tries to sign in to virgin media she is unable to. This has happened several times now. On Friday the 11th of June I rang virgin media and spoke to an advisor on my mothers behalf and explained the problem, they tried resetting the password but were unsuccessful. They told me that a technician would have to sort it out and would ring the next day. My name is included on my mothers account so I gave the advisor my phone number so that the technician could ring me. I never received a call so I rang back today the 15th of June, the advisor I spoke to sent me an email with a link which didn't work.  My mother is at her wits end, she is quite elderly and hard of hearing. It has been an absolute nightmare for her and is quite upset about it. Please can someone help us ?

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

Good morning @kevin01 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that your mother has had some issues with her services. 

 

Are you able to pass DPA on behalf of your mother? 

 

Kind regards,

Zak_M

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KevinO1
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Re: Can't log on to virgin media account

Yes I am.

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

Thanks for coming back to me, 

 

I will pop you over a PM so that I can get some account information: 

 

Kind regards,

Zak_M

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KevinO1
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Re: Can't log on to virgin media account

Thank you very much for all your help, my mother is over the moon that she can access her account without a problem now. Thank you again for all your help.

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

Great to hear this is now sorted @KevinO1 - have a great day!

 

Regards

Travis_M
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