|Not recognisins username

[Libs39]

For almost a month I have been trying to get my username and password sorted on our Virgin Media account.  I was locked out for no reason at all then once I finally did get access I found I couldn't get in again.  I have spent hours on the phone trying to sort it out.  The email is for our company and we desperately need something sorted. I spent 2 hours on the phone yesterday talking to the tec team who changed my password but I just couldn't get through to them that it was my username that wasn't being recognised!  We have had the same username for years and years without any problem.  Can somebody please help as I am quickly going out of my mind!  Thanks

[Daniel_Et]

Hi @Libs39 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having and that you feel this way 😔

Although we appreciate you've had the same username for a very long time, what stage of the process are you able to get up to when clicking on the "Forgot your email address?" link? Is it confirming that the username is what you believe it to be?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Libs39]

Hi Daniel.  Yes when I get to that part about forgot your email address it says it doesn't recognise the information I have given

[Daniel_Et]

Hi @Libs39, thank you for your response.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Libs39]

It's just saying it doesn't recognise details I have entered