Virgin Media Community

[kariskaribu]

Hi there,

I cannot login to my account - the email is registered as unrecognised. I receive emails to view my monthly bill but when I click to view it, my email is unrecognised. I am not using the wrong login details, I have tried to send a forgotten password to my email and it tells me that it's is not registered to an account.

What has happened? I need to renew my WiFi contract as the price has gone up but I can't access anything 😞 

The phone support have no idea what to do either.

[DJ_Shadow1966]

Hello

Please edit the post and remove your accoount number as this is deemed as personal information, posting this is against the forum rules, when I VM forum staff member get to the post they will request this type of information via Private Message.

Regards Mike

[kariskaribu]

Done, thank you Mike!

[Melissa_F · Accepted solution]

Hi kariskaribu,

Thanks for your post and welcome to the community.

I'm sorry you're having problems accessing your online account, I can appreciate you need to get this fixed.

Can you confirm if you have been able to access your online account previously with that same email address?

If you try to register for a new online account with those details, does it tell you that the email is already in use?

Let me know.

Thanks

Melissa

[kariskaribu]

Hi Melissa,

Yes I have previously accessed my account with that email address.

I just tried to set up my account again with that email and it appears to have worked - no idea why it was deleted in the first place, but thank you for the suggestion! Thank you 🙂

Karis

[Lisa_CC]

Thanks for popping back and letting us know that you're able to get in now kariskaribu. Please let us know if you need further assistance.

Thanks,

Lisa

[G1NGE1210]

Hello, apologies for reusing this post, I am currently having the same problems as kariskaribu has had. I've had this problem since I changed my package back in 2019, I've rung tech support previously but they were not able to sort it out even though they said they had. I've tried and failed with another email address. please help

[John_GS]

Hi @G1NGE1210

Thanks for posting. Please do make your own thread and we can assist further 🙂

Kind regards,

[G1NGE1210]

Will do, thank you!