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Anhelyna
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can't get account balance on My Account

Using an iPhone5s on iOS 10.1.1

Have the Account app on the phone and wanted to check balance - so clicked on the App and got

Authentication error . It looks like you are trying to access My Account over WiFi, but we need to authenticate you first.

1) turn off WiFi 2) Go back into the My Account app over a strong 3G or 4G signal 3) Clickk the 'yes please' at the top of the page.

Then you'll be set up.

BUT it doesn't work - there is no 'yes please' thingy at the top of the page !!

I do not use Mobile Data - it's switched off as I use WiFi at all times.

Can anyone help - I'd like to get this sorted so I can keep an eye on my voice usage ?

 

 

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teabag
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Re: can't get account balance on My Account

It will only setup if you have mobile data switched on, you can turn mobile data off again after it's setup :-)
---------------------------------------------------------------
BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only £9 and £5 big bundle sim. Customer since 1993.

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teabag
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Re: can't get account balance on My Account

It will only setup if you have mobile data switched on, you can turn mobile data off again after it's setup :-)
---------------------------------------------------------------
BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only £9 and £5 big bundle sim. Customer since 1993.
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Anhelyna
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Re: can't get account balance on My Account

It would help if it said that wouldn't it

OK - will try that and see what happens - thanks
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Anhelyna
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Re: can't get account balance on My Account

Hooray - all done and dusted Smiley Very Happy

Thank you so much for that
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Lizkings03
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Re: can't get account balance on My Account

This sounds like the same problem I am having! How did you get it working?
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Forum Team
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Re: can't get account balance on My Account

Hi Lizkings03,

I've responded to your other post here: My Account App Authentication Error and sent you a PM requesting more information. 

 

Thanks,

Terri

Virgin Media Forum Team


Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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geriann
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Message 7 of 11
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Re: can't get account balance on My Account

I've had the same kind of issue.
i can't use the Virgin app over wifi.
If i want touse that app i have to disconnect my mobile from my home wifi.
Of course after using the app (which would only be a quick thing) I then have to reconnect with my home wifi.
Such a stupid app fault!
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annehampton398
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Message 8 of 11
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Re: can't get account balance on My Account

Cant get My Account on my Birgin Account iPhone 5S
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Anhelyna
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Message 9 of 11
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Re: can't get account balance on My Account

It's just happened again to me as well.

Switched off WiFi and tried again [ as the instructions say ] to get the dreaded OOPS !

I'll leave it for a few days and see what happens.
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Lizkings03
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Message 10 of 11
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Re: can't get account balance on My Account

I am still having this problem, although I think a virgin person on here said i need to have my account reset by calling 789 (havent actually got round to doing this yet but will be interested if it works for you!)
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