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Unable to register for "My Virgin Media"

JohnBarnard
Tuning in

Hello!
I'm looking for some help please. I'm a new broadband customer. My kit arrived on the 25th of October and everything works great, except:
I am unable to register for "My Virgin Media". When I try, I receive the message "We can't find an account with the details you've provided. Please contact us to register."

I've asked for help a couple of times via WhatsApp, and I have an IT ticket for this issue. The IT ticket number is: P012220842.

I'm just looking to escalate this and gain access to my account, as it has been over two weeks since I started using Virgin Media broadband. I suspect this may be because I was a Virgin customer several years ago. Perhaps I used the same email address and confused things?

Please help!
Many thanks,
-John

1 ACCEPTED SOLUTION

Accepted Solutions

Daniel_Et
Forum Team
Forum Team

Hi @JohnBarnard 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

See where this Helpful Answer was posted

3 REPLIES 3

Daniel_Et
Forum Team
Forum Team

Hi @JohnBarnard 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

Hello! 
Many thanks to Daniel_Et above and an unnamed WhatsApp Agent, I now have full access to my account. I’m still not sure of the cause of the issue, though it may have been caused by a misspelling. 
All fixed now! Thank you so much 😊 

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Thank you for your update @JohnBarnard so glad to hear you now have full access 🎉 
If you need any further help please reach out and our forum team and members are here to help.
Thanks,

Zoie