On entering my e-mail and password, it says: "You've entered the wrong username or password"
OK, so I click on "Forgotten your password?" and enter my e-mail, and it says: "Unable to find your username"
OK, I don't know how this can be wrong since I receive e-mail from Virgin on this address, but I click on "Forgotten your username?" and enter my account details, and it says: "Oops, something's broken"
This exact thing has happened to me and no resolution so far ;
I did Live chat and the person didnt know what to do and suggested i phoned
I phoned and spoke to someone who didnt know what to do - laughably they said i Would have to get in touch with my internet provider !! you couldnt make it up !!
I have now sent 10 complaints - no-one has bothered to reply.
Customer service is clearly terrible but as you say, its impossible to do anything. I f i try and set up a new login , it says my username is in use, yet if thats the case it would let me change the password ( which i know is right) but it doesnt. So yes, just left in limbo
Sorry to hear that you're having problems logging into your account cobwebcog.
I would need to take some more details from you via a private message and I can look into your account to see what the issue is. I will send over a private message in a moment, please respond to that and I can look into your account further.
I also had the same problem , and tried everything to reset my password. Fortunately I got help from a VM forum member, and they reset my password. Using this password, I was able to access my account. Not sure what caused the problem, but I have now saved the new password in a password manager. Hopefully this will not occur again.
A Virgin Media representative responded by PM but was unable to resolve the issue. I even tried to re-register using a different e-mail address, but that did not work either. I guess their system is completely borked and no amount of support people are going to fix that.