unable to login to my virginmedia account,email address not recgonized

[bobdunbar]

Hi, I'm having the same issue. I can log in to Virgin mail via my desktop, but trying via my laptop produces to same result as that experienced by mcgrath5353. Can you assist please?

[Ayisha_B]

Hi @bobdunbar 

Welcome back to our Community Forums and thanks for your post. 

Sorry to hear your email address isn't being recognised when trying to login to your online account. 

Do you get any other error message?

Have you attempted to reset your password?

[bobdunbar]

Hi Ayisha, Thanks for answering. I have not attempted to reset my password as I don't want to compromise my ability to log in via my desktop. If I change the laptop version will i still be able to login on my desktop using my current (working) credentials?

[Vikki_M]

Hi bobdunbar,

Thanks for your response. 

Just to clarify for us please, when using the laptop, are you logging in via our webmail or via a third party client?

Please pop back to us when you can. 

[bobdunbar]

Thank you. Using my laptop I cannot log log in to My Virgin Media via Edge. I also cannot login to Virgin webmail directly.

[bobdunbar]

Thank you. Using my laptop I cannot log log in to My Virgin Media via Edge. I also cannot login to Virgin webmail directly.

[Vikki_M]

Hi bobdunbar

Thanks for your response. 

What error message do you get please?

Can you please clear the cookies and cache and try another browser?

Please pop back to us when you can. 

[bobdunbar]

Hello Vikki_M, Thank you for your reply.

The error message is "Your email or password was incorrect. Please try again or go back to change your email"

I've cleared the cache/cookies and tried using a different browser (Chrome) but the same happens. As I cannot login to my Virgin Media, let alone Virgin mail, I cannot change anything!

[Martin_N]

Thank you for that information. At this point we would advise to attempt to reset your password and try to log in. 

^Martin

[bobdunbar]

As I cannot login to anything Virgin I am unable to access the change password screen!