Cannot login to My Virgin Media

[JimboCG]

I recently got a new router with Virgin Media but I previously had a VM account with my phone contract. I tried to log in to VM Connect so I can check on my router status but obviously I couldn't remember the password from so so long ago.

Here's the strange thing, I use 'Forgot my Password' and tell them which email address to use and the email never arrives (not in Spam folder either). But Virgin Media email me on that address about deals and things so they definitely know that email address.

I eventually gave up and tried to create a new VM account from scratch but after inputting my details about my broadband it then says that it does not recognise my details. Feel like I'm going around in circles here and all I'm trying to do is login to Virgin Media so I can connect to my router and check speeds and everything. 

[David_Bn]

Thanks for reaching out to us @JimboCG, and a very warm welcome to our Community Forums!

Sorry to hear of the issues experienced with the logging into your My Virgin Media account.

The phone contract previously held would no baring on the Media accounts login ability as these would have been completely separate login portals, with no syncing of details from our side.

Check out the envelope in the top right hand corner and I'll be able to look into the status of the self-care situation and assist with access to this account.

Thanks,

David_Bn