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Cannot access account

Davidov123
Joining in

I have recently signed up to Virgin Media and need to gain access to my account.  The problem being that I can't because complete any details because it advises to call, which I can't get through to an actual agent to resolve this.  As far as I can tell, we're up to the set memorable word stage of the account creation.  I'd appreciate some assistance in resolving this, so I can complete the account set up, reset my password.

As a side point, in no way an issue for the agent who picks this up to deal with, I'm trying to upgrade to a more expensive package, giving your company more money, and am instead spending my Sunday afternoon looping options on the phone to no positive result.  I've previously worked for O2, I get it reduce customer service load as much as possible by using bots to resolve issues, but to be honest, if not for the fact Virgin is the only good provider around me, I'd have already cancelled.  Please help me resolve this.

3 REPLIES 3

Joseph_B
Forum Team
Forum Team

Hey @Davidov123,

Welcome to the Community Forums and thanks for the post.

With the issues you are facing, the memorable word would have been set up when creating the account before you were installed, this would have either been done over the phone or via the online system when you placed the order, can you confirm when you say setting your account up if you mean the MY VM account?

Joe

Dear Joe,

Thanks for your speedy reply.

I do indeed mean the MY VM account.  The sign up with Virgin Media was on the 12th February 2024, I don't re-call setting up a memorable word over the phone then however.  I received an email to set up my VM account afterwards, but I think due to email delays it never got to the stage of completing the account creation.  When I try now it just says to contact the phone line.  I guess the logical step is to reset/set a memorable word, reset the password, and I should then be able to log in.  Is this something you will be able to help with please?

Cheers

Dave

Thanks for coming back to us @Davidov123,

Let's take this to a private message and we can discuss your account in more detail and hopefully get you up and running with a new My Virgin Media account.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn