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G14NA
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Please enter valid bill details?

Trying to change password for my account but keep getting enter valid bill details. i am entering them correctly so not sure why i keep getting this message 

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Ellis_H
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Re: Please enter valid bill details?

Hello - I am sorry you're having this issue. To allow me to help you further can you please clarify are you able to log in then unable to change your password or are you trying to change your password using the forgot password option?  Is this for the website or app?


Here to help! I'm a technician helping out whilst working from home. Find out more


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G14NA
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Re: Please enter valid bill details?

this is for the website. ive not been able to log in as i have forgotten my password. so im trying to reset the password but keep getting the enter valid bill details message.

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G14NA
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Re: Please enter valid bill details?

Is anyone actually going to help me? 

Steven_L
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Re: Please enter valid bill details?

Hey G14NA,

 

Are you adding your account number with or without the leading zero? If you are using the leading zero, please try this without the zero.

 

 

Regards

Steven_L

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G14NA
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Re: Please enter valid bill details?

I'm not using a zero

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Steven_L
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Re: Please enter valid bill details?

Thanks for coming back to me G14NA.

 

I will pop over a private message right now, please respond and I will be able to get your account unlocked.

 

Regards

Steven_L

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unrealfu
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Re: Please enter valid bill details?

I am having the same issue.

Trying to reset my password, however it tells me the bill details are wrong and they are definately not.

Did this get fixed?

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John_GS
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Re: Please enter valid bill details?

Hi unrealfu

 

Thanks for posting. Apologies for the online account issue. Can you expand more on this for me, cable account, mobile account? 

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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unrealfu
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Re: Please enter valid bill details?

Hi, 

It's my broadband account which I cannot seem to access. 

I want to upgrade my hub (I have one of the old ones) but I need to log in to be able to do it.

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