Menu
Reply
laraj
  • 9
  • 0
  • 0
Tuning in
190 Views
Message 1 of 4
Flag for a moderator

Log in and password reset doesn’t work

I recently joined Virgin Media and ever since I signed up it says my log in details are unrecognised or incorrect even though I’m being sent bills so I definitely have an online account and I’m using the correct details. Whenever I try to do a password reset it says my email isn’t recognised and if I try reset it a different way it needs to send a code to my new number which I haven’t received the sim for yet! Beyond frustrating. I can’t get an update about my sim order either so I have a new phone I can’t use and an account I can’t access.  

0 Kudos
Reply
Nathan_B
  • 4.7K
  • 154
  • 313
Forum Team
Forum Team
177 Views
Message 2 of 4
Flag for a moderator

Re: Log in and password reset doesn’t work

Hi there @laraj, welcome to our forum and thanks for your post.

I'm sorry to see you have not been able to log into your online account. Just to confirm have you gone through the initial set up of the online account? If so, have you been able to successfully access your account before?

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply
laraj
  • 9
  • 0
  • 0
Tuning in
172 Views
Message 3 of 4
Flag for a moderator

Re: Log in and password reset doesn’t work

Hey, Nathan.

Yes, I set it up and verified my email address but it’s never let me access it. I got an email today saying to visit my account to view my bill but I still can’t access it. 

Thanks 

0 Kudos
Reply
Nathan_B
  • 4.7K
  • 154
  • 313
Forum Team
Forum Team
158 Views
Message 4 of 4
Flag for a moderator

Re: Log in and password reset doesn’t work

Ok, thanks for confirming.

It may be a good idea for me to reset your account on my end to see if this makes any difference. I will send you a PM to confirm your details so this can be done.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply