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darkcloud1
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Sorry, we can't confirm your username

Hi,

When ever i try to reset the password it ask me to confirm the username first and when I try to confirm username it always give me this error. How I can reset my password and confirm new username?

Sorry, we can't confirm your username

Sorry, but we're having a few technical problems, and we can't confirm your username at the moment. We're working on it, so please try again later.

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Graham_A
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Message 2 of 9
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Re: Sorry, we can't confirm your username

Your username is your VM email address, or are you trying to change the username.

If so you can only change it to a non Virginmedia email address that you already have set up with another email provider.

If you are unsure of your username you can check it here:

virgin-media-reset-username-and-password 

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darkcloud1
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Message 3 of 9
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Re: Sorry, we can't confirm your username

I know the username but it says to verify it as its a new username by sending email but It gives the error whenever I try to verify the new username to reset my password.

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Graham_A
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Message 4 of 9
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Re: Sorry, we can't confirm your username

At this stage I suggest you log back into My Virgin Media with the original username and cancel the username change process.

You can then try again, making sure that the new username is a non Virginmedia one and that it is an email address that you already own and can access.

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Graham

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darkcloud1
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Message 5 of 9
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Re: Sorry, we can't confirm your username

Hi,

I already mentioned that I am trying to reset the password, so how I can login with old username?

Thanks

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Graham_A
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Message 6 of 9
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Re: Sorry, we can't confirm your username

Until you are able to complete the verification process for the username change the old username should still work.

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Graham

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darkcloud1
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Message 7 of 9
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Re: Sorry, we can't confirm your username

Hi,

How can I login in old username when I dont know the password and no access to old email address?

Thanks

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Graham_A
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Message 8 of 9
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Re: Sorry, we can't confirm your username

There is clearly something else going on here that will need intervention from the Forum Team to unravel.

You must have known the old username password in order to commence the username change process or are you saying that someone else tried to change the username which has now caused you to be locked out?

I will ask the Forum Team if they can take a look.

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Graham

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Natalie_L
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Message 9 of 9
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Re: Sorry, we can't confirm your username

Hi darkcloud1

 

Thank you for getting in touch.

 

I am sorry to hear you are having problems with your email. 

In order for us to look in to this further, we will need to grab a few more details via private message. 

i will send this over to you now 🙂 

 

Thanks 

Nat
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