Account Sign-In Changes
This morning I received the email below. Reading this are we going back to the old way of signing into our accounts?
Forum Discussion
23 Replies
- Kath_P
Forum Team
Hi mingsy,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We’re always looking at ways to improve the user experience for customers across our platforms and apps and this change will simplify the way customers access My Virgin Media and ensure we keep our online spaces safe and secure.
Many thanks,
Hi Kath,
I'm not sure you've understood my question. Around a year ago users had to create a non-Virgin email address to use for access to their accounts which caused chaos for a lot of people. This email reads that this is being reversed, and we are going back to signing in with our Virgin email addresses? Can you confirm that is correct please?
- Carley_S
We are contacting a small group of customers to let them know that their My Virgin Media login they currently use with a third-party email provider, will change to a Virgin Media email address (i.e VirginMedia.com, ntlworld.com, @virgin.net). Changes to their My Virgin Media sign-in credentials will be updated for them, and there is nothing the customer needs to do. Once the changes have been made by the date we have specified, the next time the customer signs in, they will use their new login credentials from 30 June.
Do you know what the small group of customers represents? Is it a test that will be rolled out [rolled back?] to everyone who still has a Virgin Media email address, or is it certain external email accounts that Virgin Media do not trust?
I had to set up 9 Gmail accounts and check the mapping. And now I have to use an email address I haven't accessed in err 20 years. Should I check it for VM correspondence?
What email address did the message come from?
Most of the messages I ever received from VM used my name to address me in the opening of the message.
Typo in the message ("you'll need use") also hints at a scam although real VM communications often contain such errors.
The fact that VM has recently been extremely busy trying to get people off the VM email system means it would seem unlikely they would now be telling customers to start using VM email addresses once again.
It was from mailto:notifications@virginmedia.co.uk
What was odd was that it was sent to my recovery email address, not to my ntl address or my account log-in address.
Hi, i've had the same email sent to my recovery email, i thought was a scam email so deleted it. Does seem strange that VM want users to go back to using the original way of logging in
"This is another fine mess you've gotten us into Stanley ..... "
Will the third party email address still be used for 2FA? Is it just the login user name changing?
- John_GS
This will be correct for the 2FA, Rufus10.
This is super frustrating! I had to help my dad who’s not massively tech savvy (as I imagine a lot of people are in the same boat), and only has one email address being his virginmedia.com email.
We changed the login email to be mine, which we’ve just noticed has made the whole account as a secondary account holder… now there’s no primary.
We can confirm this by logging (or trying to in some cases) into the My Virgin Media app, and the Virgin TV Go app. I can also confirm as if I try to login using my dads virginmedia.com email, it auto changes it for the new one.
As of the 30th can we expect things to “just work” or have we got to spend hours on the phone trying to get it sorted, as it was working just fine before all this.
Do better… please.
- John_GS
Hi Kemmi123
Thanks for posting and we appreciate the inconvienience for this.
If struggling after the 30th, if you can get the account holder to contact us (account holder only issue), we can help so please don't worry.
will this affect the login for sky sports also. and does this mean anyone using Google mail or Gmail addresses as a login email address now revert to ntlworld.com if that's their email address. I also had this sent to my backup email address and not my ntlworld one
I also got this to a secondary email account.
Like the others here I had to change my login name last year from the ntlworld one to a gmail one. Currently (26/6) that gmail one won't let me log in but I can log in again with the original ntlworld one so maybe they already did this to my account.
BUT... I get this message below when I try to view anything in my Account Details after logging in with the original ntlworld email. This is forcing me to change it to a 3rd party one again.
Verify it’s you
Before you verify your identity, we need you to change your sign in email address to one that isn’t from Virgin Media. Otherwise, if we send the code to your Virgin Media email address you might not be able to access it.
My question is - do I change it to a gmail one as asked or not and will that one still work after 30/6?
