Cannot reset password
I can’t change my password nor have a passkey. Rang Virgin they said they would put a ticket into the IT desk and would take 2-5 business days. Not heard anything and still can’t reset. Don’t have a recovery code. When I rang the line was so bad and I couldn’t understand the person for most of phone call. My package is due for a renewal soon, considering not renewing due to the terrible service. HOW CAN I RESET MY PASSWORD THAT SHOULD BE A SIMPLE TASK!Account not found when trying to log in
I enter my details into the My Virgin Media app as they appear on my bill when trying to log in, and it tells me that this account does not exist. After looking on these forums its obvious that this is not a unique problem, and I really need this resolved soon as I need to check if there is any outstanding payments that need to be made ASAP. Could do with getting in contact with a staff member soon as this is giving me a lot of grief.I can't access my 'Online Security' on the 'Account Settings' page
I need to access my online security settings however I just keep getting the same error message. "Oops, looks like something's gone wrong on our side. Please try again" I have tried on multiple web browsers on my pc and mobile. I have also tried on the virgin app and the same error occurs. https://www.virginmedia.com/myvmo2/account-settings/security - This is the page I have been trying to access but can't. Please get it sorted.
A Decision from the Ombudsman
So after months and months from the introduction of the shambolic VM/O2 login which locked me totally out of my account settings for nearly twelve weeks, the Ombudsman has upheld my case, awarding a compensation payment from VM. When you prepare your case you have to fill in the section that asks you what in your view would be a satisfactory agreement to finalise the issue. Whilst the Ombudsman was reflecting on my suggestion of a public execution of a random ten senior managers, VM in the meantime countered with a legal loophole citing some obscure regulation that this was not within the contractual terms and conditions… even for senior VM managers. (Maybe ten was too many?! Perhaps 5 would have been accepted?!) Oh well! (PS … my compensation payment has now all gone to Cats Protection… and for anyone out there with an issue… look to the Ombudsman… It takes time, but it can be done!)I still can’t login! Months of trying!
Help please before I throw myself under the next bus! Virgin set our account up incorrectly when we signed up so they had to create another account. I have lost count of the number of times I have contacted and been assured it is fixed but it still isn’t! Today I can’t even try to log in, every time I try I just get an error message or just keep getting the login screen again. I get bill emails with the right account number but I can’t login to the account. This has been going on for months….I really wish I hadn’t joined and will cancel as soon as I can (although I won’t be able to until my initial contract ends even though the customer service has been appalling since the start!). Why does absolutely no-one take an accountability for sorting anything out?!Charged Twice
Hi Virgin Media team, I need help urgently with a double payment on my account. My bill was due 8 December. On 7 December, I logged into My Virgin Media and made a manual card payment for the full amount to make sure it was paid on time. However, on 8 December, the same bill amount was taken again from my card as a Direct Debit. I wasn’t aware a Direct Debit was set up (or scheduled to be taken), and I’ve been trying to contact Virgin Media since then but haven’t been able to get through. I want a refund please!Virgin did not inform BT of cancellation
I just had to manually cancel my old service with BT because Virgin did not confirm that the switch had been completed. So, I've already paid 3 bills to BT even though I'm now with Virgin. I switch to VM on 14th September 2025 I thought they were part of the One Touch Switch and didn't have to do anything Spoke with BT even they where surprised that nothing had be sent to them about the switch. I tried calling but I keep getting a bot that did not help whatsover.Account problem - unresolved for 4 months
Hi. Since I was forced to create a virgin media O2 account I can’t log in and I go round in circles. My virgin media account isn’t linked and I can’t create the link. Called several times over 4 months, promised ticket had been raised with IT as none of the service support folk have been able to fix it and still no resolution. Means I can’t access my account online or log in to watch sky sports on mobile device (for which I’m paying) etc. Can’t even find a way to delete the account so I can start again and try to link my virgin media account from fresh. None of the help topics fix the issue. I can’t even log in to make a complaint formally. Help!!!!