Apologies for this somewhat lengthy post but I need the/any correspondent to have as full an understanding of this as possible.
I am trying to resolve an issue with my mother’s virgin media account.
She has (relatively) recently switched from BT and terrestrial tv etc to virgin media for TV, phone broadband etc.
This was all installed and no problems have been found until we tried to setup her account with VM in order to be able to email and so forth.
Email wasn’t bothered with up until then so it was not missed – phone and snail mail being satisfactory.
Last August, she bought a new laptop with the intention of using it for emails as covid has enforced separation with the family etc.
When I tried setting up the account for her, it was clear that the process didn’t finalise properly with a warning popup that something went wrong (kind of thing).
It seems that the account is fully up & running as far as VM is concerned but we do not have any valid password.
This has left her with no access to the account and she obviously can’t access emails either.
Completely unable to login to the account.
The VM website will not allow any kind of password reset and with the current state of call centres we can’t actually ‘talk’ to anyone to get direct help either.
The forgotten user name/password link is of no use at all.
What can be done to remedy this?