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"We can't find an account with the details you've provided"

Joining in

Hi there, 

Been round in circles on the phone with customer support all day trying to fix this and have got nowhere. I'm a fairly new VM broadband customer. (installation was a week ago)

I've been trying to register my account on the My virgin app or website and its claiming it has no idea who I am. I am definitely inputting the correct details stated in the email.  Each call to customer support is different, some can find me in the system and some can't, but no one has been able to resolve the issue for me. 

Really hoping someone here can shed light on the issue. 


Forum Team
Forum Team

Hi robpringle1997, 

Welcome and thank you for posting to us here on the the Community. 

I am very sorry to hear you have been experiencing issues with the set up of you My Virgin Media account. 

Have you been able to confirm if the issue is relation to your account number or site ID? Are you able to copy the error message you have on the page? 

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