cannot log in to my Virgin Media account

[CABISH22]

I am trying to access my Virgin media account but when I try it keeps telling me to put in the right email address. I have had the same email address since I joined Virgin media some 10/11 years ago. So I know it is the right one. All the website does is keep reiterating the same message. My email address is [REMOVED]@ntlworld.com. Any ideas what's going wrong. I have tried putting in my email address and clicking forgat my password, but I get the same message that it seems not to recognise my email address.

Reagrds

Chris

[MOD EDIT: Personal information has been removed from this post.]

[coenoby]

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@CABISH22 wrote:

I am trying to access my Virgin media account but when I try it keeps telling me to put in the right email address.

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Just to clarify a couple of things:

1) Are you trying to access your Virgin Media email account or your "My Virgin Media" account" (where you can view your VM bills and package details?

2) Exactly what error message you are seeing is it this one?

If so the problem is with your password rather than the email address.

The answers to those questions will enable forum members to give you more constructive advice.

By the way, it was extremely unwise to post your email address on an open forum and I have asked the moderators to redact it asap.

Coenoby

[CABISH22]

Hi, I am trying to log in to "My Virgin Media" account.  What happens when I try to login is that the message appears as you show in your reply. I try a 2nd time with the password showing to ensure that I typed it correctly, with the same error message. I then click on the "Forgot my Password" link. I then get a window headed Reset your password and enter my email address as requested. I then it the continue button and then the what I get is the "Reset your Password" window again. Repeated attempts are exactly the same. I was a bit concerned about putting in my email address but was so frustrated  that I thought it might help whoever replied. Thank you for requestin it be redacted.

Regards

Chris

[coenoby]

@CABISH22 

Thanks for coming back with that update.

Prior to your email address being redacted I did take the liberty of putting it into an email verifier and it came up as a valid account. That strongly suggests that your VM email account still exists which is good news.

Virgin Media have made serious changes to the security of their email accounts in the last few months. As a result the "Forgot your password" process does not work with accounts that had not had their passwords reset recently. . These days the way to reset your password is via the My Virgin Media account which obviously is not possible in your case.

In view of that, the Forum Team (VM staff who support this forum) are best placed to help you. I will escalate your post to them and one of them should be contacting you via this thread hopefully today.

Just to let you know they will need to take you through some security  questions to confirm that you are the VM account holder before they can take any action with the account.

Coenoby

[Reece_MH]

Hi CABISH22 👋

Thanks for posting, and welcome back to the Forums.

I'm sorry to hear you're experiencing issues with your email account. I'm going to send you a private message, so we can get some further information and assist.

Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,