Sorry to hear of the problems you are having getting the my account app to work.
May I ask what device you are running the app on?
Just to clarify, you mention switching off the Wi-Fi, but is your mobile data working?
Let us know how you are getting on.
Who's who? Find out more about our community members. Good folk to know
Thanks so much for getting back to us. I'd like to investigate this problem further, but I will need to verify your details first.
I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.
Virgin Media Forum Team
Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help