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Paul-M
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Message 1 of 16
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Virgin Mobile Login broken

Fantistic new system, that has now locked me out of my account.

 

I put my e-mail address in, and hey presto ;

 

"That doesn't look like an email address. Please check the details you've entered"

 

Of course its an e-mail address - the same one Ive been using for 6+ years. Cat Mad

 

This needs to be fixed asap.

Stop trying to be clever and just accept whats entered.

 

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Community Lead
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Message 2 of 16
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Re: Virgin Mobile Login broken

Hi Paul

 

Sorry to read this.


I've sent you a Private Message - could you reply so we can investigate this? 

 

Many thanks,

 

James


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Community Lead
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Message 2 of 16
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Re: Virgin Mobile Login broken

Hi Paul

 

Sorry to read this.


I've sent you a Private Message - could you reply so we can investigate this? 

 

Many thanks,

 

James


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paperclip
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Message 3 of 16
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Re: Virgin Mobile Login broken


Paul-M wrote:

Fantistic new system, that has now locked me out of my account.

 

I put my e-mail address in, and hey presto ;

 

"That doesn't look like an email address. Please check the details you've entered"

 

Of course its an e-mail address - the same one Ive been using for 6+ years. Cat Mad

 

This needs to be fixed asap.

Stop trying to be clever and just accept whats entered.

 


May I ask, are you attempting to access your account via the phones web browser or on a computer?

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David1231
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Message 4 of 16
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Re: Virgin Mobile Login broken

same problem - the system will not handle addresses which include a hyphen. There are other posts about this elsewhere in the forum but no solutions.
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Message 5 of 16
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Re: Virgin Mobile Login broken

Virgin have perhaps not thought about those addresses with hyphens, if there are no solutions available so you can use your current email address it may be that you will be required to change the address to one without the hyphen, obviously you would wish not to have to do this but hopefully someone will be able to help.
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Paul-M
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Message 6 of 16
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Re: Virgin Mobile Login broken

I am using a PC, and yes, my address has a hyphen in it.

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Message 7 of 16
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Re: Virgin Mobile Login broken


Paul-M wrote:

I am using a PC, and yes, my address has a hyphen in it.


Thanks for confirming, sometimes but not always it can be a browser or SSL issue, the reason I asked was because on some phones when entering an email address it often adds a blank cursor space which is often not noticed after and when you hit on login after the password has been entered, and it sometimes leads the system into thinking that the email address is wrong, this happened to me when logging in using Google chrome via phone, and I got round it by hitting the backspace on the phone so the cursor was at the end of the email address,  but of course you used the computer, just thought I would explain my reason for asking that question, hope it gets sorted for you, please come back and let us know if and when and how it gets fixed.

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Paul-M
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Message 8 of 16
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Re: Virgin Mobile Login broken

James_W has taken the details of my address and passed it to someone, I know not where so I await the outcome.

Seems to me someone has tried to be far too clever with the e-mail, there really isnt a need to check it (other than has it got an @ in it) you end up making more issues than you stop.

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Paul-M
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Message 9 of 16
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Re: Virgin Mobile Login broken

Can we get some answer on when this issue is going to be fixed.

 

I currently have no way to login to my account due to this screw up.

 

 

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Forum Team (Retired) Mat_H
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Message 10 of 16
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Re: Virgin Mobile Login broken

Hi Paul-M,

 

I can assure you that our team are looking into this currently Smiley Happy

 

Thanks for being patient while we get this sorted for you.

 

Thanks,


Mat


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