Lost access to email
The email address associated with my account is no longer active and cannot be restored. However, the VM system requires access to this old email inbox to change the account email. Currently, the only method available sends a verification link to the old address. How can I update my account email without access to the original inbox?Account Recovery
Hello I need help! I made a student account and my student email has changed leaving my unable to change my password, or change the email. I basically need to change it account and put it under my regular email address so I can access my account. Could someone help me please š thank you!Payment taken but order failed?
Hello all, Last night i placed an order for a non-contract broadband package went through all the steps and after making the upfront payment of Ā£80 the page went to an "opps, something has gone wrong". I can see a pending payment of Ā£80 in my account to Virgin media. After 10-15 minutes i didn't recive any emails saying indicating the order had gone through or details of next steps. All i have Contract summary sheet number that was genterated before the payment was taken. I spent an hour on the phone to yesterday and was bounced around all different departments and no one was able to provide much help. (Customer serivces, Callback number, new accounts team) As far as virign media is aware the account was not created, so i dont have a account number. What are the next steps, will the payment be evetually refunded when the system relaises there is no account it has been paid to? Many Thanks, Luke.Account showing as service not installed yet despite WiFi working and successfully installed yesterday.
Hi, I had virgin broadband installed yesterday by engineers and it all works fine but when I log into my account it shows only a green tick against the phone line and if I go to check service status, it shows "your service hasn't been installed yet". Clearly this is incorrect and this issue does prevent me from being able to check the service status on my account. Any ideas as to why it is showing this? Thank youInternet is down after moving house.
I have recently moved house and plugged the router in l, however we don't have Internet access. I am able to connect to the router but the router itself does not have Internet access. Hub-5 says that the Internet (Access Denied) and I'm unsure why. I have been on the phone with customer service and each and every person I have come into contact with thus far has tried to solve the issue a little, then upon realising they don't know how to solve it, sent me back onto the queue and got another person on the phone. Rinse and repeat for hours. I'm trying to remain patient and collected, but this is a consistent problem I have and it is starting to wear me down. I want my Internet access issue resolved first and foremost, but I am also close to closing my account if this treatment continues.Fraudulent Account
Hi I have a fraudulent account on my name on my credit file with Virgin Telecom opened on 30th October 2024 which is reflecting on my credit file with 2 missed payments. This account is set up without my information or my concent. The account is opened on 30th October 2024 on My name on my previous address which I have not lived at that address since 2018. I have been informed by the people living at that address that there is Parcel which i believe is a Broadband Router with my Name delivered to the property mentioned above which was my previous address 6 years ago. I have rang virgin Telecom care line numerous times in last 4 weeks and made you aware that this is fraudulent account set up on my name and it needs to be closed down. Because it's affecting my Credit File. The account is showing on my credit report with missed payment and defaults. PLEASE CLOSE THIS ACCOUNT ASAP AND PLEASE NOTIFY THE CREDIT REFERENCE AGENCIES TO REMOVE THE INFORMATION FROM MY CREDIT FILE. THIS IS FRAUDULENT ACCOUNT AND I HAVE NEVER SIGNED UP FOR THIS. I have been given email by Virgin Care And Fraud Team. They have asked me to email my ID with current address. So they can close this account. They have told me it's already been flagged as fraudulent account but I need to email and send this information. I have sent the email as well but no reply. Call centre have no clue they just telling me same thing we will call you back I have been waiting 6 weeks. This is pure fraud and virgin is not taking any actionReset NTL email sub account
Way back when NTL still existed, my parents used their email service to create accounts. My fathers email address was created and then he created a sub-account for my mother to use. However, now we need to reset the password for my mothers account but Virgin Media appears to have completely scrubbed the sub account features off the face of the earth. Calling the customer service line three times has gotten us no where as the help desk workers do not understand the problem at all. I was wondering if any forum staff had any advice to get this fixed as my mother has no access to her email. There used to be a sub account menu on the virgin media control panel to reset the passwords for these 'sub accounts' but, as mentioned previously, this doesn't seem to exist anymore. Any logical answers given for the birthday and security question also do not work. Can anyone help with this or are we screwed? Thanks.No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my āquick startā router, thereās nothing QuickStart about it!! Iāve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. Iām at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! Itās day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the āField Complaints Managerā Iāve requested a manager that is dealing with the issue call me everyday now and Iāve not received one call from them! The technicians say theyāre not allowed or able to give out their numbersā¦ 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. Iāve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I canāt be without internet any longer!!!Install + Account Questions
Hi, I registered to join Virgin back in November 2023, there were some issues and the install had to be cancelled. Fast forward to a few weeks ago and I tried the sign up again, this time over the phone. Everything went through fine and I've had several people out to the property to replace nodes and cables on the outside of the property and the street but no activation date through. The account I created back in November seems to be linked to the new account number but is still showing contract information from back in November are no new details are displayed. I'm worried I might miss anyone coming out to the house for an internal install. Is anyone able to help? Kind Regards Mike
Need access to old email account on ntlworld.com
Hi, at some point my virginmedia.com e-mail account (that had e-mails from redirected ntlworld.com through domain aliasing or something) was removed. This was present on VM, but as I say was removed for some reason at some point without my knowledge. I need access to this as there's an Activision game account on there that I need to get an e-mail to so I can switch the account over to another e-mail address (Gmail). Theres a lot of hours put into this, so I'd prefer not to have to set up a new account. Both the bit before @ on both e-mails aligns to my VM username. I went through the e-mail account recovery procedure but was missing the items in step 2. Hopefully this issue can be resolved. Cheers, Chris