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stephencantwell
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mobile account log in problems

hi,

ive been a broadband + tv customer for a few years now. recently i negotiated a new contract with virgin, as part of the package offer i was given a virgin mobile sim card. im trying to log into the mobile account section but it does not recognise my details.

i then tried to register a new mobile account imputing the new phone number but it then asks for a password that i set up? 

my new contract was negotiated via messaging service and was not asked for a password?

please help as its driving me nuts lool. oh and when i try ringing 0345 6000 789 as the help screen suggested that number just cuts out straight away 😞 

cheers, ste.

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Seagull79
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Re: mobile account log in problems

If you were an existing customer it will be the same password you provide when calling for the rest of your package.
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stephencantwell
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Re: mobile account log in problems

i tried to use that, which should be correct as its the password i used when negotiating my new contract last week. no joy when either logging in / creating a new mobile account though im afraid 😞
Natalie_L
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Re: mobile account log in problems

Hi stephencantwell, 

 

Thank you for reaching out to us via the community. 

 

I am sorry to hear you have been experiencing issues with the login details for Virgin Mobile. 

 

It may sound a little silly but can you please try entering what you believe to be the password in all capital letters ?

If this does not work, not to worry as I am sure we can help 🙂 

 

Thanks 

 

 

Nat
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stephencantwell
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Re: mobile account log in problems

Hey Nat,
Thank you for your reply, yes i tried both ways in upper + lower case (i read capitals worked for someone else in another thread) but still no joy unfortunately 😞
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stephencantwell
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Re: mobile account log in problems

ok so after trying for over a week to log in, ive given up. virgin sim thrown in the bin and ive got a sky sim instead. it seams im not the only one to have log in problems. maybe virgin should look into this as surely it shouldn't be this difficult.

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Lee_R
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Re: mobile account log in problems

I am really sorry to hear this @stephencantwell.

Is the SIM a part of your cable deal?

Regards

 

Lee_R

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stephencantwell
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Re: mobile account log in problems

hi lee,

yes i was sent a sim as part of my recent broadband + tv contract renewal.

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Chris_W1
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Re: mobile account log in problems

Hi stephencantwell, thanks for the message and sorry to hear that you are having issues with this, this is something which we should be able to resolve over a PM, before we do this can you confirm if you have managed to set up the account or if you still need assistance with this? Chris

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yarfik
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Re: mobile account log in problems

The site as disable a number off functions includes changing or new passwords etc....I don't work for virgin how I no this as its happen to me now I'm pretty much have left virg8n altogether.as all uk call centers are shut
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