Really hope someone can help. My original username was an old BT email address, which is no longer in use and I've forgotten our password. We opted for paperless billing and all payments are by direct debit.
I'm in a position where I don't know the account number, the previous telephone contact details and email are no longer valid and I don't know the password that was used at the original set up.
I've navigated the 'Help & support' pages, but end up either back where I started or unable to continue any further, as the programming of the fault finding routes didn't anticipate an idiot like me would turn up!
We'd better start at the beginning hadn't we, if you think that you are intellectually challenged about this system?
Your account number will be on your monthly bank statements (guaranteed) or on the monthly e-mail that VM send you as part of paperless billing
Your username will be the BT address. The VM system doesn't care that much ( I have chosen my words carefully) if the username is not in use. But as long as it is a valid format for an e-mail address it will still work as a username (although why you should have chosen a non-VM email address as a user name beats me).
On that basis you have all the information you need to follow the guidance here to retrieve your password.
Now unless you have done something that you haven't told us about you should be good to go:
Oh - I see. I wasn't to take you literally that you might need help in simple terms. You were just having a laugh. Well I spent my working life writing accurate and clear prose for a living so I took you at your word. I'll be more careful next time. But as I come here as a volunteer I can pick and chose whom I reply to.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.