Account can't be found

[whatever23]

So I logged into https://www.virginmedia.com/help/broadband using the same details I always use to retrieve my bill and get my account number. But when I called the customer helpline he said my account couldn't be found anywhere. that the address, account number name or email couldn't be found anywhere on the system. I then downloaded the app and my details wouldn't log in either. Im still getting bills and paying the monthly charges but  virgin media says I don't have an account.

[Zach_R]

Hi @whatever23,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that you're having some issues locating and accessing the account. Do you have access to any previous billing or package related communications from us? If so you should find the account number and address detailed there.

Let us know if that helps at all.

Thanks,

[whatever23]

It has not helped. I have e-bills with an account number than can't be found. Ive phoned virgin media and have had an online chat with a representative and sent screenshots of my bills and they still couldn't find me anywhere 

[Zach_R]

Hi @whatever23,

I'm very sorry to hear that. I'm going to send you a private message in a few moments so we can take a closer look. Please respond to this when you can and we'll go from there.

Thanks,