Forum Discussion

BridgeRoad's avatar
BridgeRoad
Tuning in
5 years ago
Solved

can't log in to virgin media account

Hello

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. 

  • GAbz01's avatar
    GAbz01
    5 years ago

    Hi, I just posted the same question twice now. No replies. Extremely frustrating.My details are correct but it says they're not. 

    Drives you insane going around in circles, thinking you've missed something out, but no. My concern is wth has happened to that very sensitive data? I'm looking at username, billing date, area reference, account number ,DOB and it's all correct yet it says they're invalid!

    You cant even bloody re register as you're already registered. Really really annoying and taking up hours of time. Also where are the correct details stored now?

  • GAbz01's avatar
    GAbz01
    5 years ago

    We need a moderator or someone with technical understanding from the Virgin Media Team. Anyone know how to summon one?

    • BridgeRoad's avatar
      BridgeRoad
      Tuning in
      5 years ago

      I've tried to reset the password many times, but it won't let me. It keeps saying that the information I provide is incorrect. 

      Can someone from Virgin Media please tell me how to access my account? It's very frustrating!

      • Danny09's avatar
        Danny09
        Joining in
        4 years ago

        Hope this helps, (I've posted this later in the thread but I'm putting it here also for those who dont want to read through 15 pages like me :>)

        I had the exact same issue not being able to log in to my account. Got them on the phone using 150 number which was better than the 0345 number.

        Problem was the email address and NOT the password (which I changed several times to try and gain access to no avail). When you sign up with Virgin they give you a VirginMedia email address apparently ( which I was unaware of) and that is what the system is looking for NOT your gmail or hotmail or yahoo email whichever you have. So the guy on the phone changed this virginmedia email address to one of my gmail addresses and bingo it works. 

        So either find that virginmedia email address OR get them on the phone and change the online account log in email address to your choice.

  • GAbz01's avatar
    GAbz01
    Tuning in
    5 years ago

    Hi, I just posted the same question twice now. No replies. Extremely frustrating.My details are correct but it says they're not. 

    Drives you insane going around in circles, thinking you've missed something out, but no. My concern is wth has happened to that very sensitive data? I'm looking at username, billing date, area reference, account number ,DOB and it's all correct yet it says they're invalid!

    You cant even bloody re register as you're already registered. Really really annoying and taking up hours of time. Also where are the correct details stored now?

    • GAbz01's avatar
      GAbz01
      Tuning in
      5 years ago

      We need a moderator or someone with technical understanding from the Virgin Media Team. Anyone know how to summon one?

      • BridgeRoad's avatar
        BridgeRoad
        Tuning in
        5 years ago

        It's ridiculous. You can't seem to contact them easily by phone at the moment which is understandable. But I've had this problem for months and when I asked them before they were confused themselves. There must be an answer as I can't see my account?

         

        Or is this some sort of conspiracy for people to never see their account details? Come on Virgin Team - why can't a bunch of us acces our accounts?

         

        You need to give us all compensation for this lack of service and incompetence. 

    • Shi_12's avatar
      Shi_12
      Just browsing
      5 years ago

      I have the same problem for months, going around in circles and the customer service staff doesn’t help either. Spent all my 500 free minutes on call with them and they promised to escalate, solve and return my call with an update in 2 weeks time about a month ago. 

      Still I’m not able to login. Is there any technical person who can resolve this with the IT team???

       

  • GAbz01's avatar
    GAbz01
    Tuning in
    5 years ago

    Am I correct in assuming that your problem isn't solved like it says? It just links back to my thread about the same thing.

    I have spent so many hours trying everything I can think of. I have to let it go soon, I don't like being defeated by minor technical difficulties, but I fear it is simply broken for me (us?)

     

    • BridgeRoad's avatar
      BridgeRoad
      Tuning in
      5 years ago

      not solved at all. would be lovely to access my account. Perhaps Virgin could take money off our bills for the lack of support and access?

      • BridgeRoad's avatar
        BridgeRoad
        Tuning in
        5 years ago

        Update: April 6th

        Managed to go through to Virgin Media Fault section. This took quite a while as of course a lot of their call centres overseas are closed but eventually was put through to one that is open in the UK. 

        Lovely and helpful man managed to reset my password. Couldn't say what the fault was, but said it was logged that I'd called about it before but hadn't been solved. This person however was able to reset it all. He said they can do things at their end that we the customer can't! So the answer is, persevere and hopefully you will be helped. All working ok so far!

        Hope this helps others. 

         

  • Karenrosskent's avatar
    Karenrosskent
    Joining in
    5 years ago

    I am absolutely fuming...can't log into my virgin media account.  Going round and round in circles and I am exhausted putting in user names/ passwords over and over again.  Come in Virgin...get your s###t together.  Never had this issue with my Sky account!  Please contact me to sort this out as I would like to access and see what I am paying for.  Really not great customer service!   

     

    • Steven_L's avatar
      Steven_L
      Forum Team
      5 years ago

      Thanks for getting in touch with us Karen and welcome to the community.

       

      I can take a look at this for you and get you back into your account but I would need to take some account details via a private message that I will pop over in a few minutes.

       

      Regards

      Steven_L

    • RobOB87's avatar
      RobOB87
      Joining in
      5 years ago

      Hi @John, can you PM me also? I cannot login into my account as well.

  • cobbybhoy's avatar
    cobbybhoy
    Joining in
    5 years ago

    Hi,

    I am also having difficulty getting into my online account to change my bank details. I know that if I don't pay you will be quick to respond. 

    Waited 1 hour and 15 mins today to get through today before giving up. 

    can someone please respond so I can make you aware of my new DD details please?

     

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      5 years ago

      Hi cobbybhoy,

       

      us in our community and welcome, I am sorry to hear you aren't able to log into your online account.

       

       

      So I can help I will send you an invite into a private chat, please click on the purple envelope to accept.

       

      Regards

       

      Paul.

    • jofranco's avatar
      jofranco
      Joining in
      5 years ago

      i have exactly the same problem. Cannot log in after resetting password and stuck in a neverending signin loop. i cannot get through to anyone on the phone. Want to leave virgin media because of very poor customer service. I need someone from virgin media to respond to me asap.

      • comfy66's avatar
        comfy66
        Joining in
        5 years ago
        I too have the same problem. Been trying for many months. Continuous loop on the website and promises of resetting password/account details when I do get through on the phone. Now prices are going up to add insult to injury!
  • jupiterian's avatar
    jupiterian
    Joining in
    5 years ago

    I'm having the exact same issue.

    Enter email address and password, it says the password is incorrect.

    Change password: it doesn't give me a success message, but it doesn't give an error message either. I'm sent back to the 'input username' part of the reset password section.

    Finally, I try to log in with the new password which may or may not have been set successfully??? And, the password is apparently incorrect.

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      5 years ago

      Hi jupiterian,

       

      Thanks for reaching out to us in our community and welcome, I am sorry to hear you are also having problems getting into your online account, I have had a look our end and cannot see any issues.

       

      .

      So I can help I will send you an invite into a private chat, please click on the purple envelope to accept.

       

      Regards

       

      Paul.

      • Alibi62's avatar
        Alibi62
        Tuning in
        5 years ago

        Same thing has just happened to me: I logged in to my account OK, but when I tried to set up a Virgin Go account and entered the same login details, it said they were incorrect.  I changed my password, using the Change Password function, received an email to say my password had been changed successfully, but now it won't work.

        I cant get into my VM account and I also can't access my emails.

        Virgin: Please help ASAP!

    • Emily_G's avatar
      Emily_G
      Forum Team (Retired)
      5 years ago

      Thanks for the post Kimweaver12.

       

      Can we please confirm that you've tried to reset the password?

       

      Thanks, Emily.

  • Jamess74656's avatar
    Jamess74656
    Joining in
    5 years ago

    Hi.

    I am also having similar issues. I have tried to reset my password and am constantly stuck in a loop entering security answers and new passwords but getting sent back to being asked for security info. This has happened before and had to get the password reset by live chat support but im not even getting through to anyone on that now.

    Please can someone contact me to sort this.

    Thanks

    • Natalie_L's avatar
      Natalie_L
      Forum Team (Retired)
      5 years ago

      Hi Jamess74656, 

       

      Thank you for getting in touch. 

       

      I am sorry to hear you re experiencing issues with the resetting your password. 

       

      I would be happy to assist, as I am going to need to ask some account specific questions I will pop you over a private message now.
      This message will be available via the purple envelope on the top right of this page.

       

      Speak soon, 

    • Natalie_L's avatar
      Natalie_L
      Forum Team (Retired)
      5 years ago

      Hi AneeshV,

       

      Thanks for getting in touch.

       

      I am sorry about the issues you are having when trying to log on to TvGo.

       

      Can you please expand on what happens when you try to login and I will do all I can to assist further.

       

      Thank you

       

       

      • AneeshV's avatar
        AneeshV
        Joining in
        5 years ago

        Hi Natalie,

        I try to register and it doesn't allow me to, even though I've entered all the correct details.

        Thanks, 

        Aneesh

    • Natalie_L's avatar
      Natalie_L
      Forum Team (Retired)
      5 years ago

      Hi Ashar, 

       

      Thanks for your message. 

       

      When you try to login via a browser, does it use a saved password/username?

       

      Also can you please confirm when the password was last reset?

       

      Thank you 

  • AneeshV's avatar
    AneeshV
    Joining in
    5 years ago

    Hi, 

    I am trying to sign into my Virgin Go app but it doesn't allow me to. Can someone please help me out!

    • Ashar's avatar
      Ashar
      Joining in
      5 years ago

      for some reason, my father can login to account via his ipad, but if we try using any web browser on our pcs, it says the username or password is wrong, even though they still work when using the ipad. We dont want to risk loosing access on ipad too, so hesidant to reset password.

       
  • Ian123321's avatar
    Ian123321
    Joining in
    5 years ago

    I’m getting the same problem. Tried changing the password on the forgot password prompt. Then said user name not recognised. Tried to create an account using the same user name and got the message that 5he account name was not available. After 80 minutes on hold, got through to someone who said 5hey would call back within 5 days with a resolution. Absolutely nothing. Not impressed in the slightest - never had these issues with sky. Already regretting my decision.

    PLEASE, PLEASE HELP.