No account email

[dav2]

Hello, I bought a virgin media broadband box when I moved into my student residence last September, Now I can't seem to access any online services. I've tried to reset my password/ email or create a new account but as I no longer live at the address I can't get access to the bills I was sent. I only have the number given on my bank statements and the CSS code from when I originally bought the broadband. I can't find any welcome email either. Thanks.

[Zach_R]

Hi @dav2,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear that you're having some trouble with your services. To clarify, when you say you can't "access any online services", are you speaking about accessing the My Virgin Media online account? If so, have you been able to access the online account in the past at that address, or are you trying to set one up?

Or, by "online services" are you referring to using the broadband service?

Thanks,
 

[dav2]

Hi Zach,

Thanks for the reply. I was referring to accessing the My Virgin Media online account, it's likely that I never set one up though and I can't seem to make an account now, I've never checked an account online before I just purchased the broadband and had the money sent from my bank every month. I thought that perhaps the "payee details" in each transaction would be an account number and area code but that doesn't seem to work. It's 9 numbers and then ending in 001 but the postcode is BS7 (bristol). 

I got text messages for pre-contract docs and updates when the kit was delivered, but I can't find anything else related.

I can provide my personal details and the order/css reference number if it's any use, any idea if it's possible to create or access an account without the information on the bills now? Thank you for the help!

[Alex_RM]

Thanks dav2, so I can get a few more details from you, I've popped you over a private message.

Alex_Rm