Forum Discussion

alexgreyhead's avatar
alexgreyhead
Just browsing
23 days ago

Another user unable to link Virgin Media O2 ID and Virgin Media Accounts - can anyone help please?

I signed up for Virgin Broadband on Monday. Created my VMO2 ID and when I tried to link my Virgin Media broadband account I got the message saying my account is linked to a different email address:

If one of the hard-working mods has any help to offer on this issue I'd be hugely appreciative - I've just tried in the last five minutes and the issue is still happening.

-

Assuming this isn't resolved by tomorrow, I'm writing a letter of complaint to Virgin - I'd encourage everyone else here to do so, too - to Virgin Media, Sunderland, SR43 4AA ;-)

(Note that you can't send an email complaint without being logged into your VMO2 ID, and you can't continue to the complaint form unless you've linked your Virgin Media account - you just get an "access denied" blocked error.)

Virgin - your IT team need to sort this issue out as a priority. It's entirely unacceptable to implement an OAuth identity provider service - as you have with your VMO2 service - which simply doesn't work.

There's no way on earth that a properly managed development team wouldn't spot such a basic error in a critical user journey during the testing phase, unless your testing wasn't a proper simulation of real-world, or your tester simply didn't bother to do this part of the test suite.

What gives?

And yes, I write this as a developer in a software engineering team developing OAuth identity providers for websites, so I know a tiny amount about which I speak... (-;

/A

ps And while I'm here! When you sign up on this forum, there is a maximum length that your password can be, and the forum shows an error if the password is too long.

There's only one reason to specify a maximum length for a password on a website: it means the password is almost certainly stored unencrypted and un-hashed, because the password length limit is set because the database table column is sized to only allow a string of characters up to a certain length.

If the password was stored hashed and encrypted, it would always be a set length - e.g. 64 characters - no matter what password you entered on the registration form.

That's a huge security flaw, especially considering the fact the forum also knows my email address:

 

complaint
oauth
security
user interface

8 Replies

  • alexgreyhead's avatar
    alexgreyhead
    Just browsing
    23 days ago

    Just to clarify for anyone able to help: I have spoken to Customer Service and they have absolutely positively confirmed that the email addresses on both my VMO2 ID and my Virgin Media (broadband) account match each other, and are my email address - there's no error on that side of things :)

  • doreen4's avatar
    doreen4
    Settling in
    22 days ago

    Hello, I am a new customer also having the exact same issue.

    Please can you reply on here and via email what the resolution is. 

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      22 days ago

      Hi doreen4 thanks for posting although we're sorry to hear of your concerns raised.

      Can you please triple check the details on both accounts to confirm that they match?

      Many thanks

  • crankfiller's avatar
    crankfiller
    Settling in
    22 days ago

    Same here. Signed up on Tuesday for installation this Tuesday coming. I have been trying and trying to link my new Virgin media account to the ID. After being stuck in a email verify loop 15 times. When I do eventually get to the screen posted above, it says the exact same, my emails don't match!!! How can that be?, the email that all my correspondence from Virgin comes to, my only email address.

    Think Virgin have a bug they don't want to admit to.

    Best thing is i want to change my install date, but I'm unable to get past the bot on their phone lines, I'm obviously unable to use the Virgin app, and greatest is, the text they sent me to confirm everything is okay for Tuesdays install gives me a dead link when I reply CHANGE to the text.

    Wasted hours on chat trying to get this solved, promises of IT getting back to me in 48 hours etc. Least I can cancel before I get stuck in 2 years of a mess.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      21 days ago

      Hi Crankfiller! 👋 Welcome to the community forum! Thanks for joining this thread and posting. 

      Sorry to hear about your issues with your VMO2 ID and getting it set up having joined us. Are you installed and active yet?

      If not, it may be that we need to wait for your services to go live. If you don't have an active account to link the VMO2 ID to, then it will not be able to finish the process of setting you up. (This was often the case with My VM before the changes to the platform this week.)

      Sadly we are a little limited in the support we can provide for Pre-installation issues, so if you are looking to change any details about your installation you will need to speak to the Pre-installation team directly via 📞0800 052 1734 . 

      We do appreciate that there have been a number of teething issues as a result of the changes to My VM / VM02 ID this week - with an array of slightly different scenarios which we are having to investigate and raise individually. We know it's not been ideal! Please rest assured this has been fed back internally. We'd like to sincerely apologise for any frustration or inconvenience caused. 

      The team behind the scenes are working hard to put in fixes with the platform itself, but thank you for your patience in the meantime whilst we offer support with customers on a case-by-case basis. 

      All the best! 🌞