I am the primary account holder, but haven't accessed my account for years. My mother is the secondary account holder, but can't use the full functionality, so wants me to log in. Unfortunately I can't remember my password.
I have tried to reset my password by answering the security questions, but it comes up saying I've got them wrong. I've also tried to follow the link for forgetting security answers and even though I have entered all the correct information from my mother's last bill it's still saying my answers are wrong.
The details I have which are definitely correct are:
The email address I had registered (a blue yonder one)
The Account Number
The Area Code
All the details on my mother's last bill - ie Date, Amount etc
The secondary account email address and password
I tried ringing Virgin, but got cut-off after 45 minutes 😥
I really need to access my account quite urgently, please can someone help me in resetting my password?!
Thanks for posting and welcome to the community. My apologies for the email issue. Just to clarify something, who's the account holder of the Virgin Media account, what is the name on it? Is it you, or your Mum please?
My mother is the named account holder, but for some reason (I can't remember why!) it's set me up as the primary account holder when we log in online. It should really be my mother as primary holder, but as long as I can access my account online we can work around that.