My Virgin Media FAQ's

How do I sign in to My Virgin Media?

You’ve registered for My Virgin Media, and now you want to take it for a spin. Grand! You can either follow this link or start by going to  Virgin Media homepage.

 

  1. When you’re at our home page, you’ll see “My Virgin Media” at the top right of the window.
  2. When you click on “My Virgin Media”, a drop down menu will appear.
  3. Click “Sign In” in the menu.

Once at the sign in page, enter the username and password you created during the registration process, and off you go.

You can also sign in with one of your social media profiles. If you have this set up, all you need to do is click on one of the 3 networks linked to your account and enter your social profile’s username and password.

Note: If you didn’t include an account number when you registered for My Virgin Media, you will be asked to enter an account number and your surname the first time you sign in. Don’t worry, you won’t have to do it again.


How do I use my Social Media network login to sign in to My Virgin Media?

My Virgin Media lets you skip remembering yet another username and password with its Social Sign-in. This lets you use your existing information from Facebook, Twitter or Google+ to access our services.

To get started, sign into My Virgin Media and go to the My Profile page where you’ll see the Social Sign-in section on the right of your browser.

Select the social network you want to use to sign in and click “Link”.

From there, the social network you chose will ask for an authentication. Enter your email address and password, and submit it.

There you go, that’s it. The next time you visit My Virgin Media, you can sign in with your social media info.

If you decide you don’t want to use social media login later, simply click “remove” next to the social network you linked in the Social Sign-in section, and your details will be deleted in My Virgin Media.


How do I register for My Virgin Media?

Registering for My Virgin Media’s simple, and gives you access to the best of our current (and future) services. To get started, go to the registration page or select "Register" from the My Virgin Media menu at the top of the web site.

When at that page, enter your username, which is the email address you used when subscribing to one of our services.  

Tick “I am not a robot”, and complete the Captcha test to prove you’re made of flesh and bone. Then click “Next”.

At this point, you’ll be asked create a password.

 

Your password must contain the following:

1.      Minimum 8 characters

2.      Must contain at least one lower case character

3.      Must contain at least one upper case character

4.      Must contain at least one digit

5.      Must not contain spaces

 

After you’ve created a password, click “Next”.

 

Tip: To make it easier to see what you are typing in you can click on the ‘eye’ icon in the password text field and it will show the text.

Next, we’ll ask you to choose a screen name. This will be the name we display on the screen once you are registered. Feel free to have a little fun.

When you settle on a screen name, click “Register”. We’ll send an email to the address you provided during the registration process so we can prove you’re you.

When you get the email, make sure you click on the link inside to verify your identity and complete the registration process.

This link will take you back to the website, so you can add your account number and surname.

If you have an account number you’d like to register, this is a chance to do it! This can be the number for any of the services you’re registered for, including a mobile account. Entering it now lets you use My Virgin Media to its full potential immediately.

If you have an additional account number you’d like to add, tick the “Add More Account” box, and you’ll be able to register another number.

Then enter your surname and tick the box next to “I am not a robot”. Click on “Add your account” to complete the registration!

If you don’t have an account number, but still want to get your profile set up, that’s OK. Just use the “Continue to profile page” link instead.

You will then have the option to make sign in quicker by linking a social media account for sign in. If you wish to do this please follow the steps on the screen. Of course, you can skip this step too by simply clicking on the “Continue to your profile page” link. 

If you change your mind in the future, don’t worry you can link to your social media network  on the My Profile page at any time.

After everything’s done, we’ll send an email to confirm that you’re registration is complete.

 

If you have registered, but did not include an account number in the registration process, you will be asked to enter your account number and surname upon sign in for the first time to get full access to your services.

Tip: Once you are on the My Profile page, make sure you include a Recovery phone number so you can use it to recover your sign in details if you ever forget them.

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How do I add an additional account number after registration to My Virgin Media?

The “Add another account” functionality lets you bring all your accounts under one roof. As you add other, existing accounts to a specific My Virgin Media profile, managing your bills and services becomes easier and easier. To consolidate your accounts:

 

  1. Sign in to My Virgin Media
  2. Go to the “My Profile” page.
  3. Scroll to “Your Virgin Media Accounts” section and click “Add New” at the bottom of an empty box.

4.      Add the other account number, your surname, tick “I am not a robot” and click “save”.

5.      Voila! The My Profile Page will now include a new panel with the details of your added account.

Now you can now switch between the accounts with the click of a finger.

Tip: If you have added one fixed and one mobile account, you can view their billing and product details under one view by combining them. If you have more than one fixed or more than one mobile account than you will need to switch views to manage these accounts.


I have more than one account registered. How do I switch between the accounts to manage them?

If you have more than one account for a service with Virgin Media, such as a fixed services (Broadband/TV/Home Phone) account and a Virgin Mobile account that haven’t been combined, you can switch between them in seconds to manage their details.

You can go to the My Profile page and click on the little house icon next to your account number at the top of the page.  

When you click on the house icon, the same Switch Account View will appear. Click “view”, and away you go.

Note: If you have a fixed services account and Virgin Mobile account registered, they will have a joined view in My Virgin Media, so you can view the bills and product details together. 

However, if you have multiple fixed accounts or multiple Virgin Mobile accounts, you will need to use the “Switch Accounts” functionality.


How do I reset my Virgin Media password?

Forgot your password? Sure, it happens. To get a new one, simply follow the simple steps below:

 

1.    Go to the “Reset your password” page from the My Virgin Media menu.

2.     Enter your Username, which is the email address you use to sign into My Virgin Media, tick the box next to “I am not a robot”, and complete the Captcha challenge if prompted.

  1. Click “Continue”.
  2. Next, we’ll ask you how you’d like to reset the password. We can send an email to your primary email address, or via SMS if you have a mobile number associated with your account. (If you don’t have a mobile number associated with your account, you can add a recovery phone number on the My Profile page.)
  1. Select the option you would like to use and click “Continue”. If you use the email address option you will receive a verification email.
  1. Once you click on the Reset password link in the email, you will get to a web page to create a new password. Enter the new password and click “Reset”.
  1. Once “Reset” is clicked, your new password will be saved. You’ll also be signed into your account.
  1. If you decide to reset using an SMS you will see this on your screen, and a text will be sent to your phone with a 6-digit verification code. Enter the code and click “Continue”.

Then enter your new password, click “reset” and you are all done and signed in with the new password.

 
 
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How can I recover my username?

Forgot your username? Not a problem – you can retrieve it by following a few simple steps. Before starting, please be sure to have your account number to hand, which is available on your bill or the initial communication email from Virgin Media.

 

  1. Click on “My Virgin Media” at the top right of our home page, and then click “Recover your password”.
  1. On the next screen enter your account number and surname where prompted, and tick “I am not a robot”. Complete the Captcha if prompted, and then click “Continue”.
  1. Poof! You’ll be provided with your username on the screen and ready to sign into your account..


How can I combine separate registered My Virgin Media accounts?

Combining separate accounts is easy, and makes managing them easier. In a few simple steps, you can manage all your My Virgin Media services with just one username and password – sweet relief!

 

  1. Sign into the My Virgin Media account you’d like to continue using.
  2. Go to the My Profile page.
  1. Scroll all the way down the page until you get to the “Multiple My Virgin Media Accounts” section.
  1. Click “Combine”.
  2. Enter the second account’s username and password, tick the box next to “I am not a robot” and click “save”. 
  1. Once you click “save” you will see the following confirmation message in green. Click “Refresh to add account details” to see your new set up.

And that’s it: your accounts are combined! Now all your details are accessible through the “Your Virgin Media accounts” section. You can decide which account you wish to be the default account, which makes things even handier.


How can I add another user to my registered My Virgin Media account?

Sometimes it’s handy for a friend of family member to have access to parts of your My Virgin Media account. So for each account you’re able to grant access up to 5 users, manage their access rights and remove them if necessary.

 

To add another user to your account, simply:

 

  1. Sign in to My Virgin Media and go to the My Profile page.
  2. In the My Virgin Media accounts section, find the account in question, and click on the “Manage Users” at the bottom of the box.
  1. At the next screen, click on “Add new users to this My Virgin Media account”.
  2. Next, enter the email address and name of the new user you would like to add, and click “Next”. (At this point, an email will be sent to that user which will notify them that they have been added as a user to this account and will ask them to register with their own Username and Password. Only when they register they will get access to the services in My Virgin Media.)
  1. Select the services you wish to give the user access to, and click “Add User”. It’s very important to remember that if you give them access to My Virgin Media, they will have full access to your account and will be able to view and pay bills, change parental controls, order premium channels and manage the services.

That’s it! The new user has been added. You can always remove this user from your account by clicking “Remove access” at the bottom of their profile.

After the user has received the previously mentioned email, and have created a Username and Password of their own, they will see this account in their My Virgin Media profile on their My Profile page as illustrated below.


How do I manage the users of my My Virgin Media accounts?

My Virgin Media allows you to manage access given to users to your accounts at any stage by signing into My Virgin Media  and visiting the “Manage accounts” section. Here you’ll see all the users who have varying degrees of access to your accounts.

If you would like to remove a user’s access, just click the “Remove access” link at the bottom of the user’s profile and confirm the change. If you’d like to change the amount of access to the varying services, click on “edit” next to the product in their profile, and you decide how much control they have.

Please note: A user will be notified if they are removed or added to an account


I have multiple accounts registered. How do I set a ‘Default’ account to view when I sign in?

My Virgin Media allows you to manage all your accounts under one log in. Which means that you don’t need to register every account separately.

When you have multiple accounts you can set one as the default, shows those details first when you log in.

To set a default account, go to the “Your my Virgin Media accounts” section in your profile page. Select the account you want to set as default, and click on the “Set as default” link.

 

All done! Next time you sign in, that account set as default will display the details.

Note: If you only have a fixed services account (Broadband/TV/Home Phone) and a Virgin Mobile account registered, you don’t need to switch between the two accounts. Their details will be combined together under a single view.

 


How do I add my Virgin Mobile account number to my registered Fixed My Virgin Media account?

If you want to make the most of all Virgin Media has to offer, adding your Mobile to the Fixed My Virgin Mobile Account is a brilliant way to do it.


If you are already registered to My Virgin Media as a Broadband/TV/Home phone customer (fixed customer) then:

 

  1.  Sign in to My Virgin Media
  2. Go to the “My Profile” page.
  3. Scroll to “Your Virgin Media Accounts” section and click “Add New” link
  1. Add your Virgin Mobile account number, your surname, tick “I am not a robot” and click “save”.
  1. Voila! The My Profile Page will now include a new panel with the details of your added account.
  2. Now you can switch between the accounts with the click of a finger.

    Tip: If you have added one fixed and one mobile account, you can view their billing and product details under one view by combining them.

 
 


What is My Virgin Media?

Short version: It’s where you can access your account online. Long version: It’s a portal that gives you complete control over your Virgin Media life.


It's packed full of great features, such as updating contact details and preferences, paying a bill, tracking your usage for all your services, adding premium channels, managing your settings for mobile SIMs, and a lot more – all with just a few clicks of a mouse.


All of this is available 24 hours a day through My Virgin Media. Sign in or register now!


What is the 'My Messages' section in My Virgin Media?

It’s always nice to receive a letter, right? The 'My Messages' section in your My Virgin Media account is one of the places we send you important notifications. We recommend you check this regularly, as some messages could require immediate attention.

 

my messages