Can’t enter a “valid” email address on sign in

Bing's not a browser! Bing is a search engine. What are you asking me do do? What am I searching for? You're not giving me any information other than use Bing.

I appreciate that you might be trying to help. But, if you can't provide clear instructions, then please pass this on to someone who can.

No, nothing like that. It used to work when I had to register an alternative email address to my VM email, but then just stopped working out of the blue. Now it’s just caught in the loop pictured above. 

I haven’t tried the Bing search thing yet … Imagine if your bank suggested that or any other utilities provider. It’s only because VM have customers nailed down with contract that they feel they can get away with this BS.

I agree. These forums used to be fantastic and so helpful, but now you get drip fed 20 generic questions to make you think something is actually being done. It’s the gaslighting and victim blaming that’s deeply frustrating. As though VM’s broken system and siloed support are somehow your fault and that it’s up to you to somehow figure it all out.

There might be a conversation, but there’s no actual progress being made. Twice we arranged to run through the issue at a time convenient for your colleague, and both times they failed to show up. This is why I raised a complaint.

I was supposed to have a response to my complaint yesterday and that hasn’t happened. what am I supposed to do?

I’m asking for this to be picked up by someone else because I no longer have any confidence in your colleague’s ability to reliably deal with the problem.

Given the circumstances I’ve outlined above, I don’t think that’s an unreasonable request.

Otherwise we’re deadlocked. It’s been 2 months and you’re either unwilling or unable to fix a problem of your own making.

What else can I do?

Over a week ago you told me that if you hadn’t heard anything after a few days then you would reach out to the IT team for an update. What happened?

The reason I’m responding here is so that other VM customers can see just how painful and ridiculous this process is. They need to see the broken promises and victim blaming/shaming first hand.

It seems that VM’s warped idea of customer service is that I chase you for updates, rather than anything proactive happening.

I’ve asked for a deadlock letter, as I am entitled to do so, please supply one.

Thank you EmmayC. Definitely some very bot-like responses at times. It never used to be like this.

It’s time to go to the ombudsman. Been a VM customer for 20 years +, and never been treated so badly.

Hi Gareth_L,

The detail’s (and screenshots) are lost in the chain above.

I have a VM .com email address that I used to use to sign in with up until about 9 months ago, when we all had to change to a non-VM email address for log in.

I changed it to the only other email address I use and it was working fine up until 2 or 3 months ago when it stopped working.

On login I get an error message saying “Please enter a valid email address”. If I use the “Forgot your email address” tool it tells me to use the email address that isn’t valid … so I’m stuck in a loop.

If I try my VM .com email address I get an error message saying, “This Virgin Media email address isn’t valid”.

I don’t have any other email accounts.

To be honest, in a few days time I’m taking this to the communications ombudsman.

VM clearly can’t / won’t fix this and I’m just repeating myself over and over again.