Unable to login to my VirginMedia account

[Cahal]

I'm unable to login to my Virginmedia account using the same login details that I have used regularly for a good few years up to last month.

I get the message that my email or password aren't recognised. When I enter my account number, DOB, etc, it finds another of my email addresses linked to my account, possibly a back up address. I've attempted to have a reset link sent to the second address but have yet to receive anything despite a resend request. If the number of asterisks in the email address accurately shows the number of letters/digits in the address then it's possible there's a digit missing.

I have tried clearing browser cache on my Pc, etc, and it's pointless trying to login on my phone as it still requires my login details.

I'm going around in circles, any assistance greatly appreciated.

[Beth_G · Accepted solution]

Hi Cahal

Thank you for your post. I'm sorry to hear you've been struggling to sign into your My Virgin Media account recently. 

Have you moved home at all in the last few months? If so, your existing My Virgin Media credentials would no longer work and are not linked with your new account with your new address. We would need to merge them on our side so that you can continue signing into your account with your existing credentials.

Have you previously generated an app password for your primary email account? If so, you'll have linked a non-Virgin Media email address to your account and from there, you'd be required to sign in with this address.

Let us know, we'll do our best to help.

[Cahal]

Hi Beth,

Thanks for your reply, I have been able to log in to my account after tracking down which email address and password my account was expecting; as you mentioned it was a non VM address linked to my account.

Many thanks

[Beth_G]

Hi Cahal

Really pleased to hear that the last suggestion was the answer to the issue, thank you for updating the thread to let us know it's now sorted.

If you need anything else, please don't hesitate to get back in touch.

All the best!