Showing results for 
Search instead for 
Did you mean: 

can't log in to virgin media account

Tuning in


Very frustrating - for months now I cannot log into my virgin media account. It always says wrong user name and / or password. I know I am using the correct ones and I've even tried changing my password but it won't accept my personal information either. 

What is the problem? 

How can I access my account?

I've tried phoning your support line, even before the pandemic, and they couldn't answer the problem.

Please help. 

223 REPLIES 223

Forum Team (Retired)
Forum Team (Retired)

Thank you Littlevicdon. 


On the security details screen, can you please try adding a 0 to the beginning of the account number for me and let me know if that works?




@Natalie can you look at my comment on the previous page?

It already had a 0 in front which I added - I cannot even get to that screen now as I went to my security question entered my correct answer and date of birth to be told to enter the correct security details and then pressed to not know answer to be told I have to contact Victoria Donlan to reset my password which is already me - very frustrating!

Could someone please PM me to sort this problem??  Thanks 


I'm having same problem, tried to login doesn't recognise password, clicked on forgot password, said details not recognised. Also didn't recognise billing details. Sick of going round in circles. Please help.

Hi Littlevicdon,


Our apologies for the continued issues with this. 


What I will do is private message you now so we can look to help you sign in. 



Hello Emily I also can’t log into my account been almost 2 years! Please help 

Sorry to hear you're unable to log into your online account Chasebrown2020. May I ask what error message you see? Have you tried clearing your browser cache and resetting the password? Please tell us more so we can help.





Hi Lisa

I am also unable to access my account as I am having the same issues as other users on this thread.

Please could you assist?


Forum Team (Retired)
Forum Team (Retired)

Hi there @jjm2 


Welcome to the community and thank you for your post. 


Sorry to hear you're having issues logging in to your online account. Can you advise what device/browser you are using please? Have you tried clearing cookies and cashe? Is the error message the same as details not recognised? 





Hollie - Forum Team

New around here? To find out more about the Community check out our Getting Started guide