Virgin Media Community

[mmurphyokeefee]

I’m an existing customer of many years but can’t remember the password I used to authenticate nor my phone password! So I can’t access my app or my account because I can’t get past this part and there’s no way of emailing virgin media. Short of driving to a store what can I do?

[Graham_A]

A member of the VM Forum Team should be able to help you with this when they reach this thread.

By the way there aren't any Virgin Media stores anymore.

[Nathan_B]

Hi there @mmurphyokeefee, welcome to our forum and thanks for your post.

Sorry to see you are having issues accessing your account due to not knowing the security information. Have you been able to access your online account in the past? If so, what happens when you try the reset password option? 

From your online account you can reset your account security information. If you still have issues accessing your account after trying the reset password option, please let us know. We will be happy to help further.

Regards

Nathan

[mmurphyokeefee]

Hi

no I’ve only just downloaded the app and have tried what I thought might be the password. However my old ntl account is no more so I have a gmail email account now so it doesn’t recognise my email address. I’m stuck !

🤦‍♀️

[Nathan_B]

Thanks for your reply clarifying if this had been set or not. We certainly will be happy to help you further.

I'll send you a PM to confirm your details so this can be done.

Regards

Nathan