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James282
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Cannot log in or change password.

Hi.

I am trying to log in to My Virgin Media App but am told unknown user name or password.

I know the user name is correct (my email) and I am 99.9% percent the password is too.

So I try to change password, just in case, but it does not recognise my email address. I try to 'find my username' using the option and am always told after I put in my account number and area, 'oops something's broken'.

Help please.

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John_GS
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Re: Cannot log in or change password.

Hi James282

 

Thanks for posting. My apologies for the delayed reply and the online account log in issue.

 

I'll PM you now to assist further.

 

Kind regards,

John_GS
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John_GS
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Re: Cannot log in or change password.

Hi @James282

 

Thanks for joining me on PM. 

 

The issue with the online account not working, is you don't have an online account. You'll need to create one here

 

Kind regards,

 

 

John_GS
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James282
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Re: Cannot log in or change password.

Well that is strange because I already used it after I took over the account from another household member...

I will create another.

 

James.

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James282
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Re: Cannot log in or change password.

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John_GS
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Re: Cannot log in or change password.

Ahh okay I didn't realise. When was the account transferred? The reason being, this online account would have been for a previous account, not the current one.

 

Was it under your email address? If so, we can do a M&T for it. 

 

Kind regards,

John_GS
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James282
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Re: Cannot log in or change password.

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John_GS
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Re: Cannot log in or change password.

Hi James282

 

Can you answer the question about the online account? It's not been removed from the current account

 

Kind regards,

John_GS
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James282
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Re: Cannot log in or change password.

Hi.

The answer was in the link I posted: 30th October 2019 along with the problems of setting up an online account the first time...

 

Regards,

James.

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John_GS
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Message 10 of 12
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Re: Cannot log in or change password.

Hi James,

 

So basically what's happened you were using the online account for the old account then. As there has never been an online account here. Would you like to do the M&T or transfer the online account? 

 

Kind regards,

 

John_GS
Forum Team


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