on 21-02-2024 17:53
My WiFi package is due to renew next week and I am unable to access my account. When I try to log in it says it doesn’t recognise my email address, even though I get a bill directly to that email address every month & all my set up emails are to that address.
i have tried to sign it via the account number and again, it says it doesn’t recognise/doesn’t exist.
I have tried to call and online chat to access my account however they require a memorable word but I do not have any idea what this word could be.
is there any way of changing this memorable word when I can’t access my account? I am the account holder and bill payer with proof. I just need to access the account ASAP because the tariff changes as I cannot afford the pay increase.
any help would be appreciated!
on 21-02-2024 20:03
Hi @AmyT210 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about the problem you're having 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel