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Cannot Access My Virgin Media

Joining in


I know what my email address is for My Virgin Media (the website acknowledges that it is the correct email address for the account), but I cannot reset my password.

Whenever I click 'Forgot Password' I get the reset email, follow the steps and create a new password. However, when I try to log in with the new password, I get a message saying that the password is incorrect.

Has anyone experienced this before? I want to view my bill, etc. but I am stuck!



Forum Team (Retired)
Forum Team (Retired)

Hello strawboater, thank you for your first post on our forums and for joining the VM community!
A warm welcome from us, nice to have you on board. 🙂

We're sorry to see you're stuck in this loop when trying to reset your password for MyVM currently.

We're eager to assist with this error, to be able to have a look for you and help out I will shortly send you a PM.

Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi I am having a similar problem, back in Feb, for some weird and totally unnexpplained reason VM media terminated my services!! I was left without anything for a month, I then eventually got a new contract sorted and re connected. However somewhere in the Anals of VM / NTLWORLD / Cabletel (yes I have been with VM that long!! ) they have managed to confusde my account details, as such I cannot access any of my  VM content or settings!  I have spent hours wiating to talk to someone only to be cut off..... Can you please help me  by somehow totally disabling my old account from the system as I am sure this is what is causing the  conflict.

Hi @marks5610,

Welcome to our community forums and thank you for your first posts. Sorry to hear you are having similar issues when trying to access VM content or settings after an accidental disconnection. We want to do our best to understand and help. Just to confirm, are you having issues logging into your email address or your online my VM account? Please get back to us so we can best help.


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs