Help cannot access account

[Danielle5373]

Hi I’ve been having problems accessing my online virgin media account, I haven’t received any emails or letters for my account, would you please be able to send me a letter to my address that has my account number so I can login to my online account without email as it’s not letting me use my email and I’m struggling to get across to the team on the phone, I’ve not been able to pay my bill due to this problem I’m needing this sorted asap! [MOD EDIT: Personal info removed]

[Carley_S]

Hi @Danielle5373 

Welcome to the community forums

Sorry to hear that you're having issues accessing your online account. 

Have you ever had access to your online account? If you've registered already then the system won't allow you to register again. 

If you've already registered and the system is saying that your email/password is incorrect, what happens when you try the forgotten password steps please? 

[Danielle5373]

Hi,  when I press forgotten passwords nothing gets sent to my email, I think I might have used a different email for my account but it’s old and I can’t remember it, I cannot access the email for the online account at all, I would be able to sign in with my account number but I just don’t know what it is and I’ve never received a post yet, if I can get a letter sent to me please so I can login and look at my bill that’s due, my WiFi has been cut off and I have a 3 year old daughter going mad 🤣

[Carley_S]

Double check your junk mail just in case the email has gone into there rather than your inbox. How long ago was your first attempt for the forgotten password reset, please? 

If you need urgent support then it might be more beneficial for you to contact us on 150 from a Virgin Media landline or 0345 454 1111 from any other number, or by messaging us over WhatsApp at +44780 308 9684. The community forums aren't an instant response platform and can take a few days for a response depending on business operating hours and availability. 

[Danielle5373]

I’ve tried everything I cannot get an email, please can I get a letter through post so I can access my account through my account number? without this I’m unable to do anything, I’ve already phoned multiple times and not getting any help I’m really struggling and not sure what else to do, I’m at the point I’d be willing to cancel with virgin media altogether if that’s even possible to get this sorted , I’m being billed £100 a month right now for only the lowest wifi, it’s not right and I’m not able to fix this because I can’t access my account because nobody has sent me out a letter in post 😭

[Nathan_B]

Sorry to see this has been the case, I'll be happy to take a look at this for you. I'll pop you a PM to confirm some details.

Regards

Nathan

[Danielle5373]

Thank you so much!