How do I reset my Virgin Media username and password?

Last updated: October 15, 2018

If you ever forget your username or password, you don't even have to pick up a phone!

Forgotten your password?

To reset your password

  1. Go to My Virgin Media, click on Sign in.
  2. On the Sign in page, click on Forgotten your password? and then follow the on-screen instructions.

You'll be asked to enter your username, then the answer to your security question and your date of birth. If you don’t remember the answer to your security question, click Forgot the answer to your security question? You’ll be taken to another page where you can enter details from your last bill. After that, you'll be able to set a new password.

Forgotten your username?

To find out your username, you'll need your account number and area reference number to hand.

  1. Go to My Virgin Media, click on Sign in.
  2. On the Sign in page, click on Forgotten your username? and follow the on-screen instructions.

You'll be asked to enter some details from your last bill. If you're on eBilling, you can find these details on the email we send you each month to let you know your bill is ready to view online. If you don't have this information, you'll need to 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. Alternatively, call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111 * from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.


^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


Need more help


    Ask our community

  • Helpful, friendly forums
  • Packed with tips and advice
  • Staffed by Virgin Media

   


    Contact us

  • Get in touch with our friendly team
  • Waiting times may vary
  • Free from Virgin Media phones or mobile