Cannot access VM account online

[Nik_B]

Hi VM,

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

Sign-In: 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 @ntlworld.com 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.

[Ilyas_Y]

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,
Ilyas.