Can't login as account doesn't exist... can't create account as it already exists. Frustrating paradox!

[jc29a]

As the title says - I can't login or reset my password, because the site doesn't think my account exists. However when I go to create an account, the website thinks I do already have one. Prompting me to login... annoying cycle which means I can't do anything. Can someone from Virgin get in touch please? Chat weren't able to help, and no-one responded to my email. Thanks!

[Adri_G]

Hi jc29a, thank you for reaching out on our help forums and for joining the VM community.
Nice to have you on board! 🙂

Sorry to see you're having these login issues with your MyVM account currently and your queries were not responded or resolved over the previous contacts with the team.

We'd love to be able to help, regarding your login email (username for MyVM) could we ask if you have changed this in the past with another email address than what was initially registered?

Also, what error do you get when you try logging with your email and have you tried to sign in by selecting ''I forgot my email'' to see what info comes up there?

Did you ever have an account with VM in a different property and moved houses perhaps?

Lastly, have you previously set up a security profile for this online account which you can use to re-gain access if the email or password is forgotten?

Please, let us know a bit more on the above and we're eager to assist further.

[jc29a]

Hi Adri,

The following happens with each option:

- Forgotten your email address? Gives the error message - "We haven't been able to find your details with the information you have provided"
- Register for my Virgin Media. Gives the error message - "Sorry, there was a problem registering that password. Please choose a different one." But it passes all criteria, and I have tried many different passwords here.
- Register for my Virgin. The password I have on file doesn't work, so I go to reset password and it gives the error message "Please ensure you provide the email address you use to sign in to My Virgin Media."

I am using the same email address where my bills are sent. I don't recall ever setting up an account apart from when I initially signed up. The only thing I can think is that the address I have used is in the form xxxxxxxxxxxxxxxxxxx+virgin@gmail.com and the system is getting confused (so it's a new address, but same inbox for me). There might be a version registered without the "+virgin" registered, but I can't access that one either. But the former version is what I get emails sent to.

Is there no manual account creation? Can someone get in touch over email, that might be easier, or contact via mobile.

Thanks!

[Joseph_B]

Hey @jc29a,

Thanks for gettting back to us.

Sorry to see this is still ongoing for you and thank you for confirming the information that we have asked for. I can certainly look into this further for you, to do this I will need to take you in for a quick private message, if you have not used this feature before you can access it via the envelope at the top of your screen.

Speak to you soon. Joe