I’m assisting a relative with their virgin media account have just reset their username to access their account via Virgin Media online, but it is now asking for an e-billing pin which they have never had & linking to a ntlworld email account they have never had. Can anyone help?
Thank you for your post Andyg09 and welcome to our community.
When you access their My Virgin Media account this should allow you to change the e-billing information, are you able to locate this and put through the change for us? You may find it on the My Profile section.
When first logging in this shouldn't require a PIN, this would be the email address username and the password they have set up.
Could we please confirm if it's the password the website is asking for? If it may help please post a screenshot response, just ensure you cover any personal details.
I have this problem also and no-one on the phone is capable of solving the issue, so I'm leaving Virgin.
I cannot gain access to my account information whatever I do: I cannot obtain a new PIN (I was never issued with one in the first place) and no-one is capable of resetting the account security. It is, actually a joke. There are several threads about this issue with a large number of Virgin customers experiencing exactly the same deeply frustrating problem. Over at least a couple of years, no-one has thought to rectify this problem technically, with the result that many people's time is being totally wasted.
Now I also get wholly unreliable and inconsistent advice whenever I phone Virgin. Each call requires an average of half an hour listening to Virgin's idea of 'music'.
When I realised that I start getting tensed up at the mere mention of the name 'Virgin' I knew it must be time to go.
"You need to enter your PIN above so that you can continue to view your bills online. Please ask the person who uses the email address above to give you the PIN, as they originally set up eBilling on your Virgin Media account. After you click 'Continue' you'll be the only person able to view online bills for this account." That's the message I get when I attempt to log-in. The email address is the original BlueYonder address allocated when I originally joined NTL. It has never been used and I don't not have any password for it.
Virgin have created the ultimate unsolvable security verification problem. And refuse to do anything about it. May last attempt to sort this out, over a year ago, was futile as Virgin didn't know the solution, despite pretending very confidently that they did.
The situation would be hilarious if it wasn't so stupid.