on 05-08-2022 13:27
I am unable to log into My Virgin Media because it says my password is incorrect (it's not, I use a password manager). When I try to reset my password it tells me that my email address isn't registered with My Virgin Media (it is, I receive all my e-bills and correspondence at that email).
Unfortunately I tried going through the account creation flow with that email to see if the system would allow me to link up my correct account number to it, which it doesn't. So now I need to clean up that account.
I can provide the correct account number via DM.
on 05-08-2022 18:01
Thanks for posting on our community forums. Sorry that you're currently experiencing issues trying to access your online account.
Can we ask if you have tried another web browser and device to access this? Also deleting all cookies/caches and history may also help.
Can we also ask if you have tried to access your online account through our Mobile App?
Are you getting any error codes when trying to reset your password? (DEF01).
Please try the above first and come back to us if further assistance is required.
Kind regards Jodi.
on 06-08-2022 11:06
I tried through multiple devices, after clearing cookies and history and saw the same result. There wasn't an error code, only a message that this email address wasn't registered with My Virgin Media.
on 06-08-2022 16:45
Thanks for your response to this. Sorry to hear things still aren't working after attempting the fixes suggested by Jodi. So I can l can look into this for you, please look out for my PM in the purple envelope.
Reece - Forum Team
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