For two days my partner has been trying to register his Virgin Paye as You Go mobile but the system simply doesn't recognise him - after 20 years! - and we simply don't know the original Email address/Password used to create an account. Then we get stuck when we're asked for his SECURITY ANSWER when he simply don't know what is the Security Question!
The 789 text service links keep referring us back to where we started and we continue to go round in circles. And we've waited more than an hour on two occasions for telephone support. Further, no stores are open where we might have been able to get some assistance.
Having a very similar problem - sign in and get a green tick/check for name and password and then it tells me one or both are not recognised. That makes no sense and I've gone round in circles. Finally managed to sign in here...
I had started by trying to top up my PAYG which had dropped to £1.65 and was waiting for the message to activate my new SIM.
Phone's fully charged but I'm not sure what will happen if the service shuts down when I'm trying to use it.
Many thanks for your prompt response - sadly what you propose just hasn't worked for us.
I should advise that my partner is only seeking to register his mobile Pay-as-you Go account in anticipation of the arrival of the new SIM card - obviously he's anxious that the card comes to his correct address, even though we've been here for over 25 years, and to ensure that he retains the same number!
I recall that we first "registered" our mobiles at the same time many years ago - and although I've now been able successfully to register my account, and received an account number, by logging in with the password we noted at the time, sadly the system simply won't recognise his, and we've tried all the possibilities leading to endlesss recognition tests of crosswalks/hydrants/tractors/traffic lights etc.
Over the years we must have deleted our cookies/caches/history many times, and now we both have different laptops if that might make any difference. We've also stopped using various Email addresses used over the years and now only have two. I should also let you know that as we're both in our late 70s we find seeking a solution by texting very difficult!
I'm certainly grateful for what you have proposed and hope you might now be able to suggest an alternative solution - we'll try anything!