Cannot access email address used to register so cannot access account !! HELP !!

[neilhappychappy]

Hi, I've read posts from other users stuck in a similar loop and it can only be sorted by an agent stepping in and helping by the looks of it.

We've been with virgin nearly 20 years I think so the original email address used to set up online services is very old. An old blueyonder one. I dont have access to this email anymore.

I can't access my virgin media as I can't do a password change. (The email is sent to the inactive email address) I can't log on using account number and area code as the system says "we've found you, your user name is blahblahblah@blueyonder. 

I can't speak to anyone because I don't know my memorable word. Every couple of years I try and get it sorted but run into brick walls.

I need someone to run through customer security with me using name, address, account number, payments etc and update my email address to a current active one so that I can get a password reset and upgrade my package, set up a new direct debit etc.

Please please help. Many thanks in advance, Neil

[David_Bn]

Thanks for reaching out to us @neilhappychappy, and a very warm welcome to our Community Forums!

Sorry to hear of the issues you've been experiencing with the E-Mail address and the self-care account.

Check out the envelope in the top right hand corner and I'll seek to arrange for a resetting of the memorable word for the self-care account, where you should be able to complete all desired administration.

Thanks,

David_Bn

[johngar]

having the same issues!  Good luck

[johngar]

just posted similar 

I had read that occasionally people have problems accessing Virgin media web site.

I registed my account back in January - installation went well and system all up and running.  I went on line to register so that could manage my account - all was ok until I wanted to change my password.  Once I started this it told me that I would get an email  - email arrived 2 hours later.  Clicked on it and said no longer valid - tried again next email 1 hour late and same outcome.  Tried lmore times and similar outcome either late email or if came through quickly then still said out of time.

Contacted help line, person said they would reset for me - after an hour they said there was something wrong and that they would refer to Second line support, who woud contact me in 5 days.  No Call!  I called back two week later, to go through exactly the same - once again after 50 minutes, they said will pass on to second line support - once again no call, no contact nothing.  I have now done this 5 times.  

I recently stopped my direct debit - hoping I would get a call, but no!  Amazingly they managed to email a reminder and a small fine for late payment.  Contacted help line again and this time they asked me questions regarding my billing - which I cant answer as cant access my account.  They were unhelpful.  They suggested I pay on line - which is ironic as still cant access account.

Went online to find more formal way to complain and yes you have to have an account and password to complain.

4 months later, 5 hours of wasted time and still not resolved.  For an IT company this is appauling - not assited by people who dont even understand the phonetic alphabet - try explaing a complex password ( as suggested) to a person who struggles with letters.  I really dont want to be lied to again - 5 days and exactly the same words - obviously read of a script.

Looks like next stage is to contact Ombidmans as there is no way to complain.

[neilhappychappy]

Managed to get sorted by messaging virginmedia on twitter/x . It took a while but they were able to security check me and update my username email. I've downloaded the virgin app and am signed in after an online password reset.

I would advise anyone else who is stuck, unable to log in to my virgin media because they no longer have the original email address used to register with my virgin media to use twitter.

You won't get anywhere with the 0345 numbers unless you know your memorable word and I dint have any joy with webchat or online faqs etc. It's just a hole in there service you can fall through that rightly or wrong they've chosen to prioritise security in this area over solutions for customers in this situation.

Ironically, I would also not have been able to cancel my contract, stuck in a procedural black hole like that 

Anyway, it is sorted now and that's that.

[neilhappychappy]

Hi, see my reply to my original post above. I've had success messaging them on twitter.

I also have just had the same problems with verification and passowrd reset emails not arriving. Seems to be a systemic problem but their agent on twitter was able to set me up with a temporary password for the initial login and I was then able to update to a password of my choosing.

Best of luck. Like i said to the agent on twitter it is unreal a company can take £1k a year from you and you can't just ring a general enquiry line and speak to someone.

Lightning fast broadband though,  which is just as well.

[neilhappychappy]

Appreciated David. I managed to get sorted by messaging virginmedia on twitter. I've replied to my OP above with details. Thanks

[David_Bn]

Thanks for confirming @neilhappychappy, and pleased that this has been resolved for you by a member of our team on Twitter.

Do feel free to come back to us, either on Twitter or our Community Forums if any further assistance is required.

Thanks

David_Bn