I am trying to change the email address linked to my mother’s virgin media account and I’m going round in circles.
When she signed upto the service, she used a btinternet email address but when she switched, bt turned off her email service and will not reinstate it. So she receives no emails from Virgin about her account. Problems with her direct debit means she missed paying her bill and since virgin could not contact her, they cut her off. I managed to get through to accounts to pay the bill so she is reconnected but it has proved impossible to get virgin to change the email address on my say so, even when my mum is in the same room (she lives 100 miles away, so not that simple). Despite having her username (the bt email address), her password (virgin sent it to her address after a previous lengthy phonecall to support) and area code, I cannot access her virgin media account, even though she does seem to have one. I end up in an endless loop where I’m told the usename exists, is correct but still fails when I try to log in to the account. Changing the email or password seems to be impossible because she can’t get emails (and has lost her mobile, another long story).
Any help gratefully received!
[MOD EDIT: Subject title changed for clarity]
