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Website saying my account doesn't exist.

Joining in

I'm unable to change my password because it says my email isn't linked to an account. When I try to change my email and fill out the required details with info directly from my bill I get a message saying ''We haven't been able to find your details with the information you have provided''. Can somebody help with this? 

Many thanks.


Forum Team
Forum Team

Hi Pozzerz

Thank you for your post, welcome to the Community Forums.

We're sorry to hear you're struggling to change your account password. Just to clarify, is it your email account with us you're trying to change the password to, or your My Virgin Media account? What's the exact error you're receiving when you try to sign in?