Cannot login to Virgin Media, cannot reset password, have talked to several operators, none resolve it

[csh69]

Hi,

In September my account was transferred from my wife being the main account to mine being the main one. Since then I could log in but could not see any of my bills.

I raised that issue, but it was not resolved. Instead a few weeks ago both accounts stopped working entirely (my emails are still working using the same email address and password).

If I try and login I get:

If I try and reset my password I get a different response on different days:

Or a message asking me to make sure that I am using the email address that I registered with Virgin…I’ve had the same email address for over 20 years.

I called up again and it took about 40 minutes of them telling me there was nothing wrong with my account and then telling me that it was a known problem that will be fixed in the next 24 hours.

It's two weeks later. I cannot get anyone to accept that this is not some ‘known’ problem, but something very specific to my account, and quite possibly related to the switch of main accounts in September 2022.

I'm hoping someone here can help me!

NOTE: I have used several browsers, I even installed Opera to try it from a completely fresh browser...all behave the same

[Carley_S]

Hi @csh69 

Welcome back to the community forums. 

Sorry to hear you've not been able to gain access to the My Virgin Media online account. 

If you did not receive billing for the new account in your name, it sounds as if the merge of the My Virgin Media log in details was not completed for the new account and as such has now closed as the older account is deactivating. 

Are you able to try to see if you can register your new account details for your own My Virgin Media log in? You would have a different account number than the previous account in your wife's name. 

Please try registering here and let me know if you have any further issues at all. 

[csh69]

Nope, It's not a new account, I've had the same account for over 20 years, all that changed was the person who was the main user. Also, as I said I had been logging on okay until a few weeks ago.
I've been around so long in fact that I have an old ntlworld.com email address (which I would gladly replace if need be). Attempting to register gives me this message:

My emails have never stopped working in the 20-odd years I've been a customer. They still work now.

[csh69]

Also, I get the emails telling me my bill is ready with a link to the site....even when I could log onto the site the bills did not appear on the site. It had the very first bill back in September and showed no bills after that...the inability to log in is a new feature

[csh69]

Although you may have a point, my account number is 1 number out from when my wife had the account, i.e. mine ends *102 and wife's ended *101. Otherwise they are identical. Not that that matters because I can't register with an ntlworld email address anyway.

[Carley_S]

Thanks for trying that @csh69 

Yes, even though at your side the account seems to be the same, bar the account numbers ending differently. At our side they are very much different accounts altogether. 

It could be that the account log in for the older account has remained active and has been 'missed' when deactivating and has now since been deactivated as it connects to another account. 

We can certainly take a look at our side to see what needs to be addressed for you to have access to the online account. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.

[Steven_L]

Thanks for coming back to me csh69, your email accounts are both in the process of being migrated over to your new account, I can see them on the new account but it appears they haven't fully come across yet, it can take up to 24 hours from the emails to fully migrate to your new account. Please can you monitor them the rest of the evening and if they aren't working in the morning. Please come back to me and we can get this raised with our support team, if needed.

Kind Regards,

Steven_L