Forum Discussion

JPL8's avatar
JPL8
Rising star
2 months ago

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

When I try to sign in to my Virgin Media account with my email address I get an error message saying, “Please enter a valid email address”.

If I use the “Forgot your email address” tool then the email address it displays is the one that you’re telling me isn’t valid!

So now I can’t access my account. What am I supposed to do?

PS. Can’t search for tags on Safari mobile, and Safari desktop displays the message, “Forbidden. You don’t have permission to access url”, which is why I’m using mobile. Is anybody at VM actually checking that these things actually work?

account
email
sign in

59 Replies

  • JPL8's avatar
    JPL8
    Rising star
    6 days ago

    Two weeks since I raised my complaint (C-2508251875) and still no response.

    Over two months since I first voiced my concerns.

    Please can we take this to deadlock. Clearly nothing is being done and I’ll have to force the issue by taking this to the ombudsman.

    • EmmayC's avatar
      EmmayC
      Tuning in
      3 days ago

      Hello  ,As I was getting nowhere I went to ombudsman who took my case without need for a deadline letter due to the fact that I was not receiving adequate/consistant  support from VM (on here) I suspected I was communicating with a robot rather than a human on here because it kept asking stupid questions and when I persisted with my rational complaint it decided to cease communicating ,I urge you to try ombudsman as I have  they seem to understand whats going on x

      • JPL8's avatar
        JPL8
        Rising star
        3 days ago

        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.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      6 days ago

      Hi JPL8,

      If you are unhappy with the complaint you are welcome to respond to my last private message to discuss further as you have done previously. 

      This is still being investigated by the relevant team. We do appreciate your frustration with this matter and are sorry for any inconvenience. 

      ^Martin

      • JPL8's avatar
        JPL8
        Rising star
        6 days ago

        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.

  • JPL8's avatar
    JPL8
    Rising star
    14 days ago

    Another missed deadline. Another broken promise.

    I raised a complaint (C-2508251875) last Monday about not being able to login to my account and the lack of progress in resolving this so far.

    I was told that there would be a written response to my complaint within 5 working days, but this has not happened.

    Is there any member of Virgin Media staff here with enough responsibility and accountability that can proactively deal with this issue?

    Please can another team member pick this up.

    I’m sick and tired of being given the run around.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      13 days ago

      Hello JPL8.

      Thanks for your reply.

      We would love to pick this up for you. However, we can see you're currently in conversation with a colleague on this thread 

      We should keep the original post open, as it will only confuse matters.

      Gareth_L

      • JPL8's avatar
        JPL8
        Rising star
        13 days ago

        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?

         

  • junior12's avatar
    junior12
    Tuning in
    14 days ago

    VM are experts in gaslighting they probably do a course , the 8 weeks starts after first contact with VM with a problem making a complaint to VM is pointless . Go to the Communications Ombudsman everybody and maybe they will start to take notice . 

    • EmmayC's avatar
      EmmayC
      Tuning in
      3 days ago

      Absolutey agree   The ombudsman toook me on without requiremment for a deadline letter  They understand ... People are also writing to ripoff Britain ... we need compensating for loss of email and (as you mention) the gaslighting . I have a feeling that my "support" person was probably a bot  as It had no lateral thinking whatsoever ! 

      • JPL8's avatar
        JPL8
        Rising star
        3 days ago

        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.

    • JPL8's avatar
      JPL8
      Rising star
      14 days ago

      By following the process they make it easy to gather evidence against them because they can’t even follow their own rules.

      I was supposed to have a response to my complaint today and so far … I’ve had nothing. (They have another two and a half hours though in fairness 😂) 

      Best thing to do is follow the process, don’t jump the gun, and let them paint themselves into a corner. When the time comes to contact the ombudsman I’ll just fire all their own ammunition back at them.

  • junior12's avatar
    junior12
    Tuning in
    15 days ago

    After 8 weeks from your first message or call to VM and the problem has not been resolved contact the communications ombudsman who are recommended by Ofcom for VM complaints that have not been resolved . 

    • JPL8's avatar
      JPL8
      Rising star
      15 days ago

      The clock is ticking. Was promised a response to the complaint I made after 5 working days and today is day 5.

      VM have failed to respond every time time they said they would so far, so I’m not holding my breath.

  • JPL8's avatar
    JPL8
    Rising star
    2 months ago

    This is my email for signing in that is not "valid".

    This is my "forgotten" email … same as the one that's not "valid".

    If can't / won't sort this out, does that constitute a breach of contract on your part?

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 months ago

      Does your email address have a hyphen - per chance?  I vaguely remember something about not liking email addresses with “special“ characters?

      • JPL8's avatar
        JPL8
        Rising star
        2 months ago

        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.

  • JPL8's avatar
    JPL8
    Rising star
    2 months ago

    Any news on this please? It’s been three days since I’ve been able to login to my account.

    What am I supposed to do besides “try and use Bling” … whatever that means?

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hy JPL8, thank you for reaching out and we are so sorry to hear you are having some email issues.

      Please do try and use to sign using the Bing browser, this will allow you get in for the time being.

  • JPL8's avatar
    JPL8
    Rising star
    2 months ago

    Sorry, Bling? What’s that? If you mean Bing, why would I use a search engine to log into my Virgin Media account?

    Are you seriously telling me that VM’s website isn’t compatible with Safari, with a market share of 33% in the UK?

    For info, I had exactly the same error trying to access my account on Chrome desktop version, too. This is clearly a problem with VM, not my hardware / software.

    This is ridiculous. Please can someone offer a real solution to this problem. I shouldn’t have to download software that I don’t need and don’t use just to see if I can access my account. 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey JPL8, thank you for reaching out and we are so sorry to hear you are having some email issues.

    Please try and use Bling instead of Safari this should fix this issue for the the time being.