I can't log into my Virgin Media account. The Sign In screen tells me my username and/or password are not recognised. I know they are correct – I've been using them for years.
So I click "forgotten password" and it asks my security question and date of birth. When I enter those, they're also not recognised.
So I click "forgotten security answer" and go to a page that asks for bill details (account number, area, date and amount of last bill). I enter those details and it doesn't recognise those either. (I've tried it for the bill I received today and the one before that – neither works.
I phoned Virgin Media, and they couldn't resolve it or explain it. They said I must have forgotten my password. I explained all of the above, and they still just said I must have forgotten my password, and they'd sent it to me by post. But I know my password (and all the other details).
Meanwhile, my account still exists – my internet access and email both work as normal.
Can anyone explain and tell me what I can do? I'm anxious because I can't view my bill details, and the bill I was sent today contained extra usage charges (unspecified) which I can't guess the reason for.
