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Unable to register for a My Virgin Media Account

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I’m trying to register for a My Virgin media account, when I registered for my own broadband service for my new house, I used my @ntlworld email to sign up which was set up on my dad’s account when the family first got broadband over 10 years ago.

When I try and register for the my Virgin Media account and put in my own account number and area code the login says “we have found you” but when I log in with the @ntlworld e-mail address and password it goes to my dad’s account which has completely different account number and area code.

I have also tried creating a new account using a Gmail email address for registering with my own account number and area code it says an account already exists and shows my @ntlworld email address with every other character blocked out.

I spoke to one of the support team who said there was no “My Virgin Media“  account associated with my service and this was confirmed by trying the “I have forgotten my e-mail” option and putting un my DOB, account number and area code and I get ” We haven't been able to find your details with the information you have provided”

So at the moment I’m stuck and unable to access or create an account so I can manage my broadband service.


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I’ve got exactly same issue, very frustrating! 

Hi there @LW23 👋 Welcome to our forum and thanks for your post 😊

Sorry to see that you've been having issues with setting up your online account, I can certainly understand the frustration with this.

I have checked our system and can see you've spoken with the team. Have they been able to assist with this? If you need any further help with this, please let us know. We're always happy to help.



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Hi Nathan, 

Thank you for getting in contact 😊 Unfortunately they were not able to assist with this due to apparently not knowing the password. I was aware of the password as I set this up yesterday when setting up my broadband via the live chat, this was disappointing. I have now completed a form to change my email address on the account and have sent it to 

I am hoping that completing the form to change the email address on the account will resolve the issue. 

Thank you, greatly appreciated 😊


Thanks for the update 😊 Please let us know how you get on with this.

We can help further if needed.



The do's and don'ts. Keep the community welcoming for all. Follow the house rules


I am having this EXACT same problem. I have spoken to several members of the team via phone who have said nobody can help me! When I try and register it states ‘an account has already been created’ using the ntlworld account set up on my Mums account some years ago. But when I try to login it sends me to my Mums account even though I now have my own account. If I try to re register using my Apple email it states I already have one! 
I hope you can help


Hey Rachel24, thank you for reaching out and a warm welcome to the community I am sorry to hear about this.

If this email is linked to an old account like this we would need to raise an IT ticket to move the email over, if you wanted to use a fresh email you make an account right away.

An IT ticket can take up to 5 working days sometimes longer, do let us  know, Cheers 

Matt - Forum Team

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