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Can’t register for VM broadband my account

Tuning in

I’ve signed back up to VM broadband after years of phone line based “fibre”. First impressions with customer service have been pretty dire. I called twice as I can’t register to get into my account, nor reset the password. Both times I had people on the phone who were super slow (30min + waiting) and had no idea how to help. We checked all details and everything seems correct, yet trying to register on site or app always give the error message my details are not recognised. I was also told for account issues there is no way to escalate or get more specialist help. Bonkers…

I’m hoping via the forum someone at VM can pick this up and help. Thank you! 


Forum Team
Forum Team

Hi biomag15,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online account registration.

Are you trying to register for your online account with the email address that you used previously with us?

What have the team advised you so far about this, did they say if the issues had been passed to the support team at all?

Kind Regards,


Hi Steven,

thank you for picking this up. 

both times I called I was asked to be patient, it might work in a few days. Clearly not the case. I was told there is no further support for cases around account access issues. Blew my mind.

I had VM broadband back in 2009, but left after months of constant extremely slow speeds. Quite likely with the same email address. Could that be an issue? I tried resetting password but that tells me there’s no one registered with that email address. 


Thanks for the reply @biomag15 on the Virgin Media forums. 👋🏼

If you have used the same email address previously for a My Virgin Media account in the past then yes this can cause issues for the app.
But we can assist on this and sort this out.

I will send a private message for further support. ✉

Kind regards,

Forum Team

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