Menu
Reply
Mishdavies13
  • 2
  • 0
  • 0
Joining in
168 Views
Message 1 of 5
Flag for a moderator

Account logging in issue

Hello,

I simply cannot log in to my account, I have the correct email and password, both have green ticks next to them, but I continue to get the incorrect username/password errors. I try to reset my password but that doesn’t work either.

Any help would be much appreciated

 

Thank you.

Michelle

0 Kudos
David_Bn
  • 5.16K
  • 241
  • 432
Forum Team
Forum Team
141 Views
Message 2 of 5
Flag for a moderator

Re: Account logging in issue

Good Evening Mishdavies13,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been having issues accessing your online account. 

 

Can you please tell me if you've tried to also use a different browser to access the online account and to change the memorable word?

 

Kindest regards,

 

David_Bn

0 Kudos
Mishdavies13
  • 2
  • 0
  • 0
Joining in
136 Views
Message 3 of 5
Flag for a moderator

Re: Account logging in issue

Hello, 

Yes I have tried it on a different browser says it doesn’t recognise my user name or password. When trying to change my password it says that Some information is missing or incorrectly entered. Please check below and try again, which I do and then it takes me back to the forgotten password page where you enter your email address. All the information that I am inputting is correct as well as the password that I’m putting in. I don’t understand why it’s not working also getting green ticks next to them.

 

Thank you.

Michelle

0 Kudos
John_GS
  • 8.95K
  • 487
  • 801
Forum Team
Forum Team
127 Views
Message 4 of 5
Flag for a moderator

Re: Account logging in issue

Good morning Michelle,

 

Thanks for coming back to us. Not to worry. I'll PM you now to sort this out.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
John_GS
  • 8.95K
  • 487
  • 801
Forum Team
Forum Team
122 Views
Message 5 of 5
Flag for a moderator

Re: Account logging in issue

Thanks for joining me on PM, Michelle. 

 

Just to update the thread, the online account details have been reset

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos