Can’t login Virgin TV - Do not remember by username & password

[Donutpham]

Hello,

I can’t login to my Virgin TV Plus account unless I am connected to my Wifi. I do not remember my username and when I try to click “forgot username” or “forgot password” at myaccount.virginplus.ca, nothing is sent to my email. Can you please help me with my login so I can use my account outside my home? Thank you.

[VirginPlusAntonie · Accepted solution]

Hey there @Donutpham ,

Welcome to the community and thanks for your post.

To use Virgin Plus TV outside your home, you must manually log in to the app using your My Account credentials. While the app logs you in automatically when connected to your home Wi-Fi, it requires manual authentication for security and content licensing when you are on mobile data or a different network.

Steps to Resolve Login Issues

Since you are not receiving the recovery emails, follow these steps to regain access:

1. Verify Your Email & Spam Folder
   • Check your Junk/Spam folder for the recovery email.
   • Ensure you are checking the exact email address associated with your Virgin Plus Internet or Mobility account.
2. Try Browser-Based Recovery
   • Instead of using the app, try the Account Recovery page on a mobile browser or computer.
   • Sometimes clearing your browser's cache and cookies before attempting recovery can resolve technical "hiccups" that prevent emails from being triggered.
3. Check Content Availability
   • Once logged in, be aware that some channels are only available when connected to your home Wi-Fi due to licensing agreements.

Another quick tip: Once you've updated your My Account credentials, log out off all Virgin Plus Apps/Account (My Account, Virgin Plus TV and My Benefits apps) in order to synchronize your new credentials on all platforms.

Give that a try and keep the community updated with the results.