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  • How To Reset My Username Or Password

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.

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

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