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MartinFisher
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Can’t access my account

I moved home in November but didn’t transfer my account at the time. Eventually I signed up again, with a new contract. Now I can’t NOT log into my old Virgin account and can’t log into my new one, not even using the email link provided by Virgin to access my new account. By default, it just takes me to my old account. MyVirginMedia app does the same.

how do I kill the old account and/or access my new account?

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Tom_F
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Message 2 of 12
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Re: Can’t access my account

Hi MartinFisher, thanks for getting in touch.

 

Sorry to hear you've had some issues accessing your online account. It may be possible for us to 'move' the old account over to your new one - please get back to me via PM and we'll be able to take a closer look into this for you. 

 

Tom 

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MartinFisher
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Re: Can’t access my account

Hi Tom

My new account no. is [Deleted]

 

[MOD EDIT: @MartinFisher Personal and private information has been removed from this post. Other post containing personal details has also been deleted. Please make sure you reply back to your Private Message via the purple envelope in top right corner and don't post personal details on the public board. thanks]

 

 

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MartinFisher
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Help - can't now sign in either

I can't sign in to my account 

I can only be automatically directed to my old account, which is now defunct.

I posted about it this morning requesting a) to transfer the credit balance to my new account; and b) to delete the old account completely (because I've spent hours and hours on this already and I'm sick of it).

I was invited to create a new password for a new email address that the previous helper (Tom) created for me to solve the issue last time - now I can't access that either.  The password isn't recognised. 

Now, because I can't sign into my new account I can't change anything on Hub3, which was my aim this afternoon (to change the security setting from WPA).

Martin

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newapollo
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Re: Help - can't now sign in either

Hi Martin,

You don't need your account details to sign into the hub3.

Open a browser and log into your hub 192.168.0.1 (192.168.100.1 if using a 3rd party router)

Sign in using your WiFi network name (VMxxxxxxxx) unless you changed it and your Settings password (unless you changed it)  the details are on the base of the hub3

Dave

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MartinFisher
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Re: Help - can't now sign in either

 

It is asking specifically for a password and it won't accept the Hub's password.  

 

Untitled.jpeg

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newapollo
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Message 7 of 12
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Re: Help - can't now sign in either

Hi again @MartinFisher 

Looking at the number of characters in the screenshot for the password, it looks like you've entered the WiFi password and not the Settings password.

The Settings password is on the base of the hub and consists of 8 numeric characters.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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Martin_N
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Re: Help - can't now sign in either

Hi MartinFisher,

Thank you for your post. I'm sorry to hear about the issue you're having with signing into your hub. 

Have you been able to try the Settings password advised by newapollo? 

^Martin

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MartinFisher
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Re: Help - can't now sign in either

Yes, thank you - I have managed to access the Router using the Settings Password 

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MartinFisher
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Re: Help - can't now sign in either

Thank you - you were right

🙂