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. 

[Alex_RM]

Hi Nigel,

Thanks for posting and sorry to hear you're having some issues with your emails. 

Just to confirm-  is the email account that you're having the issue signing into or your My Virgin Media account?

Have you tried clearing the cache and cookies from your browser?

Alex_Rm

[NJ7652]

Hi Alex,

It is the email. I have tried My Virgin Media on the phone and that has the same issue. I can log in on my laptop. 

I have cleared all cookies/cache, shut the phone down and restarted and this has not solved the problem. 

[Kath_P]

Hi NJ7652, 

Thanks for coming back to us and updating things. ⭐

You'll likely need to generate an app password to be able to use the emails via an app or mail client. This is something we can certainly help you with but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[john128]

Good day, I'm having the same account inaccessibility. I've tried on two machines and it isn't cache. The email address is not recognised. Trying to get the account recognised via the account number and area code is also unsuccessful

[Daniel_Et]

Hi @john128 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're experiencing 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Cantlogin244]

Glad to see this issue isn't still happening after 4yrs. Not!

Come on Virgin. Pull your finger out!

[Matthew_ML]

Did you see my last reply at all?

[Concerttom]

I am having exactly the same issue as I cannot log into My Virgin Media.  Can you help at all with this?

[Zoie_P]

Hi @Concerttom,

Thank you for your reply on this thread. Please advise have you tried different browsers? What error code are you getting?
Thanks,
Zoie

[Concerttom]

Hi Zoe, I have tied various browsers on various devices and I keep getting the following message:-

“Your email or password was incorrect. Please try again or go back to change your email.”

Please could you help to resolve this please.

Update - I think that I have resolved this by using a different email address.