Virgin Media Community

[kittybum66]

My sisters mobile has been taken off my fathers account but now she has her own account. The direct debit has been set up but she made her own account with her email and password but it is not recognising her details

[Matthew_ML]

Hey kittybum66, thank you for reaching out and I am sorry to hear you can't log in.

Have you tried going down the forget password / username route?

If so what error messages do you get? Thanks 

[kittybum66]

Yes tried that and nothing

i have checked on my fathers accounts and the number has been removed but won’t recognise my sisters log in details at all

message says not recognised

[Carley_S]

Thank you for confirming this @kittybum66 

Please try clearing the cache and cookies off the device and try resetting the password again if they've not been able to gain access to their account. 

[kittybum66]

Cleared all cache but still saying oops not right when I tried to reset password 

entered phone number 

name and postcode

ticked not a robot

then it just says sorry that answer wasn’t quite right

[Tom_W1]

Hi @kittybum66 thanks for your reply.

Can you try to instead of attempting to sign in, following the process to register as if she was a new customer?

Please let us know how you get on.

Many thanks

[kittybum66]

Re registered and new password all is fine now. Thank you

[Tom_W1]

Hi @kittybum66 thanks for your confirmation, that's great news!

Thanks for taking the time to let us know.

Many thanks