Login problem

[GraceTao]

Hi,

I ordered my broadband over the phone before. It was previously set up for direct debit payment but for some unknown reason it is now not auto-deducting and therefore I am being charged more extra. I would like to resolve my issue by logging into my account. But it keeps saying that my email address is wrong (when in fact all emails from virgin are sent to this email address). I tried to retrieve my email and the system showed me an email address that I didn't recognise at all. This resulted in me not being able to log in. I have contacted customer service several times but no response. I don't know what to do now and this is very much affecting my usage.

[Adri_G]

Hi, GraceTao.
Thank you for joining our help forums and for your first post here, welcome to the VM community! 🙂

We're sorry to hear of the Direct Debit issues and the account access problems you're experiencing, we're eager to help out where needed.

In order to check things further and help, I'll send you a PM here soon.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.