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Cant access account

Joining in

I have been trying to long in via the app since I signed up for virgin media in July. The app says that I already have an account and when I try the reset password option . I get a message stating I cannot because they require more information.  Please help 


Forum Team (Retired)
Forum Team (Retired)


Welcome to the Community and thank you for posting. 

I am very sorry to hear you are having issues logging in to your online account, we will do all we can to help. 

Can you please confirm if you have previously had a Virgin Media account? If so, is it possible that the details you are using to sign in are linked to that account?

Let us know and we will be able to assist further.

Thank you, 



I signed up in July.  When I try to log in it states the details are incorrect and when I request a password reset it states it requires more information.  I'm so confused 

Yes sorry I left virgin in 2018 so maybe my email address had been linked to the previous account ?

Thank you for your reply ACTION_JACKSON. 

It sounds like the details may be still be linked to your previous account with us. 

We can attempt to transfer the details to your new account or if you would prefer, you can set up an account using a different email address. 

Which option would be best for you please?




Hi I tried to register a different email address however it states that is is linked to the one I am currently using. Could you please help 

Hey there @ACTION_JACKSON, thanks for the reply.

I will assist you on this and get the support needed.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards.

Forum Team

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