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Blueyonder2
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locked out of VM account

Please note I am locked out of virgin media account and email account. error message 

We didn't recognise the username or password you entered. Please try again.

Email stopped working early june now account locked out

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Graham_A
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Message 2 of 10
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Re: locked out of VM account

Can you confirm that you have a current Virgin Media broadband account?

The username unknown message usually only comes up when their is no associated VM broadband account.

Edit to add you can check the primary username for your account via this link:

virgin-media-reset-username-and-password 

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Blueyonder2
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Re: locked out of VM account

yes i currently have an account an a 300mbit broadband connection with VM

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Blueyonder2
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Re: locked out of VM account

Further I have not forgotten details they are simply not accepted any more

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Graham_A
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Message 5 of 10
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Re: locked out of VM account


@Blueyonder2 wrote:

Further I have not forgotten details they are simply not accepted any more


It may be that the current account has a different primary username associated with it.  The forgotten username link is a way of checking what the system thinks it is.

The VM Forum Team will be along later and should be able to help investigate what has happened.

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Graham

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Blueyonder2
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Message 6 of 10
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Re: locked out of VM account

just used fin confirm user name link provided, says it found me and quote the right email address but will still not allow sign in with current credentials

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Travis_M
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Message 7 of 10
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Re: locked out of VM account

Hi @Blueyonder2

 

Thanks for posting on our community forum!

 

Have you tried to reset the password via our website? No worries if not, I can take a look into this for you.

 

Regards

Travis_M
Forum Team



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Blueyonder2
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Message 8 of 10
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Re: locked out of VM account

Hello Travis, 

I have not tried because I am also locked out of my email with VM and  thats the username

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Graham_A
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Message 9 of 10
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Re: locked out of VM account

@Travis_M  As they cannot access their My Virgin Media account they cannot reach the password reset page.

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Travis_M
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Message 10 of 10
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Re: locked out of VM account

I understand, my bad. I'm going to private message you now to look into this further, please keep an eye on your inbox @Blueyonder2

 

Regards

Travis_M
Forum Team



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