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Locked out of my VM account for half a year. Unknown charges being made too.

Joining in

I can't log into my account - I haven't been able to log in for MONTHS. Instead I have to pay through bank transfer but I'd actually appreciate being able to pay online and just viewing my account whenever! Every time I try to log in, the website doesnt recognise my email, then it doesn't recognise my account details when I press "forgot email".However, they keep on sending me emails and I keep on paying my bills. I have tried everything. Last time I spoke to someone from VM after a week of trying, they told me that I'd be able to log in after paying. Wrong. I've also tried calling several times and no luck on that front either - the call won't take. The Whatsapp bot is no help. I have tried absolutely everything. Furthermore, my current bill has an extra fee added for "package changes". I haven't changed my package. Maybe I would've, but unfortunately I cant access my account. I paid a ridiculous extra fee last month for "package costs" and now this? I don't mean to sound rude but I am exhausted of the lack of help, lack of service in this situation. I literally just want to log into my account, ESPECIALLY when Im being charged for things that I have no control over. 


Forum Team
Forum Team

Hi Gloriambrosio 👋 Welcome to the community! Thank you for posting. 

So sorry to hear about your difficulties logging in to My VM 👉 and experience in trying to get this sorted! 

You should still be able to log into your account, even if there is an outstanding amount to be paid - our sincerest apologies about the miscommunication here! 

Just in case you ever need it, you can also pay online without logging into your account here 👉 Quick Pay: Account details ( You can see more info and all the ways to pay here 👉 Make a payment | Virgin Media Help

I'm going to send you a PM so we can take a closer look at your My VM login details, and reset the password for you remotely if needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞