can't log in to virgin media account

[BridgeRoad]

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. 

[Nathan_B]

Hi there @Arek100, welcome to our forum and thanks for your post.

Sorry to see you are also having issues with logging into your online account. What is happening when you are trying to log in? Are you seeing any specific error messages?

Let us know, we will be happy to help further.

Regards

Nathan

[Arek100]

Hi 
Nathan

I get the following error message when I try to login:

> We didn’t recognise the email or password you entered. Please try again.

I get the following error message when I try to reset my password:

> Please ensure you provide the email address you use to sign in to My Virgin Media.

[Zach_R]

Hi @Arek100,

Have you registered for an account before? What happens when you attempt to register for one?

Thanks,
 

[Arek100]

I have registered for an account before.

I attempted to register again.

Works

Thanks

[Spursman]

I have the same issue - passport is correct as i changed it. It works via my phone but not webmail.

I cant even log in. When registering a new account, it says i cant use an NTLWORLD email address. This is my email address! i cant use anything else. 

[brightonjohn]

I can log in ok and then it doesn't actually go any further. So no further forward today.

[Adri_G]

Hey, brightonjohn. 
We're sorry to hear of this issue with accessing your VM account, do you get an error message or the page gets stuck for example after you log on to this account?

Also, do you access the account via a browser our VM App on your handset or tablet and does the same problem exist on different browsers and/or devices?

Let us know and we're eager to assist further.

[Spursman]

What about me admin?

[Adri_G]

Hey, Spursman.

Thank you for your posts and replies too, sorry to see you're also having issues with your online account and email.

Can you please check here where you'll find the process on how to manage your email accounts and find the updated email settings?

If the new password you've created is not recognised over the webmail (browser), could you tell us what happens when you select the 'forgot my password' option and if this helps gaining access to your MyVM account?

If this doesn't work, please confirm what error you face or what's the issue and we'll be eager to advise more and assist you.

Lastly, as you already have an online account you won't be able to create a new one - please tell us how you get on and we'll take it from there.

[Spursman]

I cant even sign into my virgin media, nor my email. It doesn't recognise my email address when i try to reset password

My phone email is working fine so its clearly active

Whatever you have changed your end has broken it