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Cannot access VM account online

On our wavelength

Hi VM,

Unable to access online account due to email address not being recognised but not convinced online access was ever created.

: Forgotten email or password route doesn’t work.

Register Account: entered DOB, account and area info and a screen appears saying account info already exists and shows a partial email associated with it but this email is not familiar to us so the reset options are no good.

  • Have spoken to call centre operator via 0345 454 1111 who confirms the billing email address is the one on account but spent 45mins going around in circles and I still cannot access it. 

    Need to change package details so any help on clarifying / resetting access to the account would be appreciated.

Forum Team
Forum Team

Hey @Nik_B Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the My Virgin Media account issues you are facing. 😢
I will assist you on this matter and provide the support needed. ✉

I will send a private message.

Kind regards,

Forum Team

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