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Cannot reset My Virgin Media account password using billing details

I am trying to help my landlord login to his My Virgin Media account because he has not updated his contract for about 10 years.

We managed to find his username by entering his account information - it's a .virginmedia.com address that he has never used.  He has no idea what his password might be.

We tried using the 'Reset password' page, but he apparently did not get a security question set up, because the only option to verify account ownership is to enter details from his last bill.  We are definitely using the last bill from VM, dated the 22nd of April 2020., but when we enter this information an error message comes up that says 'Please enter valid bill details' but doesn't specify what we have done wrong.

VirginMediaError.PNG

What should we do now, please?

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Re: Cannot reset My Virgin Media account password using billing details

Hi

Does your landlord own multiple properties? 
this could be the issue. 
If not they would have set this password up when he first took the contact out. 


Here to help! I'm a manager helping out whilst working from home. Find out more


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Re: Cannot reset My Virgin Media account password using billing details

Hi,

Thank you for answering.

No, my landlord only owns this property.  He keeps a book of his passwords, but the one he has for Virgin isn't working, and like I said we are unable to reset the password.  He has not logged into the account for about 10 years - could that be causing the problem?

Thanks!

 

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Re: Cannot reset My Virgin Media account password using billing details

Hi lia_bell,

 

Thank you for your post and welcome to the community. 

 

I'm sorry to hear about the issues your landlord is having. We can certainly look to assist with this. We would need to speak directly with the landlord though. 

 

If I was to private message this profile is the landlord able to access the message themselves and respond? 

 

^Martin

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Re: Cannot reset My Virgin Media account password using billing details

Dear Martin,

Thank you very much.

Yes, he definitely could.  I usually see him a couple of times a day.

Best, Lia

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Re: Cannot reset My Virgin Media account password using billing details

Brill, okay I will pop a private message over now. 

 

^Martin

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