Account Sign-In Changes

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?

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.

"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?

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.

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?

I’ve had the same email, interestingly as I’m still logging in under the 3rd party email? Plus the picture quality on the verify is absolutely appalling 🙈

Thanks, I do t appear to be able to log in at all now. The verification images really need sorting out urgently, they are so fuzzy.

my sign-in has now reverted to the original virgin media address - first thing it asks if you go into account settings -> email settings is to set a non-virgin media address again!