Locked out of account

[biggbuduk]

Hi,

hoping someone may be able to help me out,here it goes:

We're completely unable to get into "my virgin media" account page,the problem is we're unable to reset the password as the account was registered to an email address i no longer have access to,the second problem is we've completely forgotten our memorable word too.

When dealing with the automated phone system it asks for the VM phone number,we only have broadband so no phone number to give,when trying to do anything else it first asks for the account number,which isn't a problem but then asks for the memorable word which is obviously of no use,there also seems to be no way to actually talk to a human 😕

Any help would be hugely appreciated

[Ayisha_B]

Hi @biggbuduk 👋,

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're unable to access your online account.

I would love to help you further so will pop you a PM 📩 now to confirm some details and we can take it from there. 

Speak to you soon 😊

[Ayisha_B]

Thanks for your time via PM @biggbuduk 

Glad I was able to help and if you need anything else, do let me know.

Have a lovely weekend 😃

[用心棒]

When:

• prompted for phone number press # key and enter account number and area code
• prompted for memorable word do not enter anything and eventually it will put you through to queue for advisor who will take you through an alternative process to verify they are speaking with the account holder

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