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What do I do if I’ve forgotten my Virgin Media username and password?
If you’ve forgotten the password or username you use to access your My Virgin Media account you need to reset them to get access.
It’s quick and easy to do and you can reset either of them online, so you don’t have pick up the phone.
Are you a Virgin Mobile customer? Forgotten your Virgin Mobile My Account username or password? You can reset them using our handy help page.
What do I do if I’ve forgotten my Virgin Media username and password?
Are you a Virgin Mobile customer? Forgotten your Virgin Mobile My Account username or password? You can reset them using our handy help page.
I've forgotten my username
To get a username reminder you'll need
The account holder’s last name
Your account number
Your area reference
You can find this information on one of your monthly bills, one of the emails we send each month to let you know your bill is ready or your welcome pack. To get a username reminder:
Head to the My Virgin Media log in page
Select Forgotten your username
Enter your account holder’s last name, the account number and the area reference
Select Continue
I’ve forgotten my password
To reset your password you'll need
Your username
The answer to your security question
Your date of birth
If you can’t remember the answer to your security question, you can choose to skip this step and instead enter some details from your last bill. To reset your password:
Head to the My Virgin Media log in page
Select Forgotten your password
Enter username
Select Continue, then follow the on screen instructions
I've forgotten my username
To get a username reminder you'll need
The account holder’s last name
Your account number
Your area reference
You can find this information on one of your monthly bills, one of the emails we send each month to let you know your bill is ready or your welcome pack. To get a username reminder:
Head to the My Virgin Media log in page
Select Forgotten your username
Enter your account holder’s last name, the account number and the area reference
Select Continue
I’ve forgotten my password
To reset your password you'll need
Your username
The answer to your security question
Your date of birth
If you can’t remember the answer to your security question, you can choose to skip this step and instead enter some details from your last bill. To reset your password:
Head to the My Virgin Media log in page
Select Forgotten your password
Enter username
Select Continue, then follow the on screen instructions
Still need a hand?
Give us a text us for free on 0753 305 1809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.
^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
Other ways to get help
Service status
- Run tests on your services
- Check for network outages
- Book an engineer