Virgin Media - No Account Access (Absolute NIghtmare!)

Jimhow78

Hello,

Last year sometime I lost my password for Virgin Media and was locked out of my account. I've been trying to get a password reset link sent to my email address ever since! It sends but constantly says 'link expired' when it comes through - even if it arrives straight away. So, I tried phoning them only to be told by a virtual human that they have sent a link to the app so I can log into my account and manage my details! Which I can't access because I DON'T HAVE MY PASSWORD!

To make matters worse, I registered for the Virgin Media forum to sort this out and they're now telling me my email address is wrong -  the same email address that I am getting password reset links sent to, and that I double checked by doing a 'forgot email' request  by putting in my account number/DOB etc. The email address is 100% correct and they will not believe me. 

So at this point, I have no access to my account. They've just raised their prices and changed their contract and I can't do anything about any of it, because of lack of access. I'm completely held hostage by their terrible system and useless customer service. I really just want to leave and move suppliers, I had enough!!!

Can anybody suggest a good way to manage this? A this point all I can think of doing is cancelling me direct debit, which would presumably put me in breach of contract.

Thanks,

James.

Ryan_Holden

Call them again on 0345 454 1111, just follow the course to "i'm thinking of leaving" and then it'll put you into an actual person.

Jimhow78

The Virgin Community is where I’ve been having the problems. It’s the only place I can get through to someone to try and get this sorted (I’ve actually managed to get through now on the phone via the route in Ryan’s post above). Hopefully it’s sorted; I’ve updated my details and given them my ‘new’ (by new I mean the same! email that they say isn’t registered). I haven’t tried logging in yet, so time will tell…

Ryan_Holden

Good luck Jim, let us know how you get on.

FreeBear

Jimhow78 said: Last year sometime I lost my password for Virgin Media and was locked out of my account. I've been trying to get a password reset link sent to my email address ever since! It sends but constantly says 'link expired' when it comes through - even if it arrives straight away.

Which browser are you using ?

If I use Firefox with some online web stores (Sainsburys is the worst), it keeps saying "something went wrong, please try logging in later". Use Chrome, and I can log in straightaway without issue.