If I use the app on my phone I can access my account. If I try to access the account through the web page on my desktop PC I cannot get in. If I click the box to chat on line (On the web page) nothing happens. I cannot access my e-mails through Thunderbird either which says I have changed my password (I have not)
Not sure what else to try.
Phoned Virgin. They tried to resolve the problem but were unable to help. Said they would pass the problem to the technical dept (CMS?). Two days passed. Had an email saying they had tried to contact me but were unsuccesful. I checked my phone log and there were no calls from Virgin. I went into Google Password Manager and deleted the passkeys for Virgin. I was instantly able to access my account. Oh, and it asked me to switch from password to passkey as its more secure. It makes it very secure if you cannot get in !
Forum TeamThank you for confirming Retepdrallub.
Sorry to see the issue is still persisting, I will private message you to take a closer look into this for you.
Please watch out for the envelope ✉️
Thank you.
Seems to be any windows app. Chrome, Edge, Thunderbird. The error message above is from edge
Forum TeamWhat about your phone does it do it on this?
Is it just a desktop this is happening on?
Have you updated the desktop lately?
Forum TeamHi Retepdrallub,
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 sorry to hear you're having issues logging in to your account via your desktop PC. Just to clarify, are you referring to My VM or your email account?
In terms of the Thunderbird client, you'll need to generate an app password in order to access mails through a client or app. Please log in to My Virgin Media here > Click on Account settings > Identity & Security Settings > Select Manage your products > Select Manage email app password > Click on the blue button 'Get New Password'. Follow the onscreen prompts to verify the account and you'll be given a password which looks like: mail-horse-yellow-panda and you should note this down.
On your Thunderbird client, use your VM email address and the new password and this should resolve that side of things for you.
Many thanks,
Thanks for the reply. As I said, it won't let me login. I've clicked on the link you gave to login. It takes me to a screen where I select my email address. This takes me to a screen with buttons to sign in or register. When I click on the button to sign in it takes me back to the screen where I selected my email address.
Forum TeamThank you for the update Reteprallub, is it only the desktop this isnt working on?
What browser are you using?
Is the laptop working okay?
If its working fine on other devices, it could be the device which the issue is.
