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Resolutions team

Joining in

Here's one  that sums up virgin customer service. I can't log in to my virgin media. Got an email back from the resolutions team. It said. Sorry you are having issues try logging on to my virgin media  to resolve  you couldn't make it up 


Forum Team
Forum Team

Hi Lewis16, welcome back to the community! Thank you for posting. 

Sorry to hear you have been experiencing issues with My VM and were dissatisfied with the support offered from the resolutions team! 

Just a few questions regarding the My VM login issue:

1) Have you recently joined the service, or moved address? (If you have a former account with us associated with your email address we may need to get this transferred over, or updated for you.)

2) Are you trying to log in via the My VM App or our MY VM Web portal?

3)How long have you been unable to log in?

4) When you are trying to log in are you getting a specific error code or message? If you can please include a screenshot this will help us to raise a ticket with IT if needed. 

5) Have you tried following the 'forgotten password' process to reset your password? (If not, please try this and let us know if it regains your access!) 

Following this we will offer further support! All the best



Joining in

An It ticket has been raised 11 days ago, I recently rejoined Virgin giving them another chance wish I hadn't bothered, because of my old account it won't let me log on to my virgin media it says sorry to see you go etc I have been told again this morning it's an easy fix and all the It team have to do is delete my old account details and send me a link to re register, I was also told this morning that it should of been fixed on the 1st of July, all I get is standard replies from the resolution team and when I do phone  6 times up to now I get told differant things, if it is not sorted in the next 24 hours, I will phone and cancel my Virgin yet again customer service is non existent 

I am sorry you feel this way

I'll PM you now to assist 


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill