Virgin e-mail sign in problem

Grandad99

I have a desktop PC and a Chromebook. I do not have a smartphone. On the Chromebook I use Virgin to access e-mails.

Signing on to the Chromebook e-mail today I get a message to sign in or register for Virgin Media 02. I have not signed out and wonder if this is the result of a system update.

I enter my usual password and get a screen that tell me to verify by entering a second e-mail address.  Fortunately I have one and this gives a screen that says "Tap and follow the link to verify it's you "

No smartphone to tap so I try phoning Virgin but can't find the password for the phone.

Is there a way to get in touch with Virgin to sort this out?

Vitor

 - No smartphone to tap so I try phoning Virgin but can't find the password for the phone. -

Not sure I follow that, do you mean you rang Virgin but you failed to pass their security checks of giving the security password (memorable word) for the account, which is separate from the login password?

Virgin Media and O2 now moving to a shared Virgin Media O2 ID for email and accounts which is why they're rejigging logins.

Assuming you have a Virgin home phone, have you tried dialling 150 then choose options 1 → 4 → 4 for account help. Explain that you are a vulnerable customer due to specific circumstances (no mobile) and ask for an alternative verification method on your account. 

Grandad99

Thanks Vitor. but the option numbers seem to have changed.. I can't find the password that takes me into any of the options so can't speak to anyone. How can I make contact ? 

Vitor

Have you tried calling on 0345 454 1111 

Grandad99

Yes, still want password

Vitor

Ask if they'll go through an alternative proof of ID such as last bill amount, payment info etc. rather that memorable word. If that fails, you can send them a letter to Customer Service, Virgin Media, Sunderland SR43 4AA saying your a vulnerable person and need an alternative way of authetication as you don't have a mobile.

Grandad99

Problem is getting to speak to an actual human to ask this.  Will try the Virgin Community website to see if they can help.