Forum Discussion

laraB1's avatar
laraB1
Settling in
12 days ago

Cannot access virgin account or email

5 days ago I tried to log into my virgin account, asked to link to O2 ID. I could not as my secondary email address is from a deactivated account.

I went online to ask to change the email address and reset security  passwords etc. I was cut off from all three online discussions I was in, they said it was because of an outage.

I rang, the call handler Neil said he'd ring back the day after 3pm as could not do anything because of outage. He never rang back.

By this time I could not even access my email on my computer which I am normally permanently logged into. Rang again, lady started to try and help but then said an error on my account. She has raised it with IT and they will ring me back, could not give me a day or time. I have since read on the community that someone has been waiting for over 7 days and still not heard.

I need to be able to access my email as our whole lives revolve around having one - health, banking,work. Any company I have dealings with asks me to verify my account when I try to login by clicking on link in my email. Had to come to the community as cannot access my virgin account to put in a complaint! 

 

15 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    12 days ago

    Hello laraB1

     

    Sorry to hear of the issues setting up your VMO2 ID, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    We have help here for setting up the ID and for issues encountered, at Virgin Media O2 we’re on a journey to become one company, and right now we’re changing the way our customers manage their Virgin Media and O2 accounts online.

    The first step is to help our customers create a set of sign in details that we’ve called a Virgin Media O2 ID. To set up your Virgin Media O2 ID, you’ll simply use your email address and then choose which authentication method you’d like to use to sign in (like a password or passkey). From there you’ll use this single set of credentials to sign in to any Virgin Media and O2 online spaces, instead of separate Virgin Media log in and O2 log in details.

     

    You can also register for a Virgin Media O2 ID even if you’re not with Virgin Media or O2. 

    If you’re having issues signing in to Virgin Media Mail, it could be because you’ve changed your Virgin Media O2 ID sign in details to something other than your Virgin Media Mail email address. If you’ve done this, sign in to Virgin Media Mail with the email you’ve used for your Virgin Media O2 ID. For example, if we gave you the username anexample@virginmedia.com, and you changed this to anexample@gmail.com in your online account settings, you’ll need to use the second email address to sign in to your anexample@virginmedia.com inbox.

     

    If you use an email client, you need to use your Virgin Media Mail email address as the username, and your separate Virgin Media Mail app password. You can manage your email app password by signing in to My Virgin Media with your Virgin Media O2 ID, heading to Account settings, and
then ID settings.

     

    As this app password is separate from your Virgin Media O2 sign in details for Virgin Media and O2 websites (or any Virgin Media apps), this won’t affect your My Virgin Media O2 password. So, if you check your Virgin Media Mail emails through My Virgin Media O2 or at mail.virginmedia.com, you'll still only need your My Virgin Media O2 password, if you have one.

     

    Using bookmark or favourite to access Virgin Media Mail? If you use Virgin Media Mail regularly you may have saved the page to your web browser. We recommend accessing Virgin Media Mail from My Virgin Media, as this also provides links to our other services and information about your Virgin Media account. To do this:

     

    • Go to My Virgin Media
    • Tap sign In and enter your Virgin Media O2 ID – remember these may not be the same as the details you use for Virgin Media Mail
    • Once you’ve signed in to My Virgin Media, navigate down to Quick links and tap on Virgin Media Mail to go to your email inbox
    • laraB1's avatar
      laraB1
      Settling in
      11 days ago

      You have not read my message. There is an error on my account and I am waiting for IT to ring me back. (6 days now) I have tried all of the above and it says there are errors. I have set up an 02 ID account, when I click on link in email to verify it, it just goes back to the same email message. My previous employer has reactivated my work email so I can try to link my virginmedia account and my O2ID one but when click on link to verify it just stays on same page. I've had no verification emails on my old work email. No access to my account or my email for 6 days and now a very poor response to my initial message. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        11 days ago

        If this is raised with our support team they will be looking into this, usually we advise of a 5 day timeframe for this but the changes have caused some issues and are delaying these.

  • laraB1's avatar
    laraB1
    Settling in
    8 days ago

    Its 9 days since the lady on chatbot put a request in from IT and 7 days since the lady I spoke to on phone put a ticket in as error on my account. This is having serious implications on my finances, family and health as need access to my email. I am now looking into contacting BBC watchdog and Ofcom as was given no notification of new login system about to be used and no one has decency to keep me informed by ringing or texting me updates. The 2 people who said they'd ring back never did.

    • Go_analog's avatar
      Go_analog
      Joining in
      6 days ago

      I may have a workround for accessing the email.

      I haven't been able to access account info and bills for some time.

      I have found using the computer manufacturers built in mail apps (ios mail and MacOS mail)  instead of virgin apps or webmail works with the email account.

      These mail apps down load the email in the device so it is possible to read so it can be backed up and archived if you want

      All my kit is pre 2017.

      You may have to refer back to a password other than the account login. Some time ago virgin seems to have lost the significance between account login and email login as until recently both passwords accessed email via virgin webmail.

      I take phone (landline), internet, and email from virgin and use computers over 10 years old and ipod touch.

      The virgin webmail now goes into what looks like a phishing attempt asking for additional email contact info. The page purports to need a backup contact method, they have the phone number and home address (or have they lost it ?).

      I will continue to monitor the virgin O2 webmail conversion page for a while hoping they can debug the page or process.

      • laraB1's avatar
        laraB1
        Settling in
        6 days ago

        Thank you for your time. I'm not technically minded but did a search for email on computer - put my virgin email and an old password in outlook and after initially just seeing all my folders (empty) on email within a few minutes everything has appeared! So relieved, although worried to switch my computer off in case it disappears! Thank you so much for the advice that Virgin, for whom I pay for a service, can not give. Now just need to get back into account and bills, although sounds like you cannot get into. As soon as I can I will be leaving Virgin. You need to be able to access accounts and for them to deliver a basic customer service.

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

    Hi laraB1 👋 Thanks for returning to the thread to keep it updated! 

    Sorry to hear you are still struggling with access to your Email inbox, via your VMO2 ID. Sincerest apologies about your experience trying to get this sorted! (Particularly in terms of the promised call back's which you have not yet received.)

    From reading all the information about your case it looks like the key issue is getting your primary login email updated. Sadly this is not something we are able to do via this platform (or any of our digital support channels.) And it must be done via phone 📞0345 454 1111 or 150 from a VM landline. We have raised this internally as an issue, and we hope changes are made to our ability to support with these kinds of issues via this platform in future. 

    I'm not sure it will help in your case, but it's worth mentioning that you should be able to set up each VM / Blueyonder / NTLworld email address with it's own login to gain access. You use the specific secondary email address at first login when setting up the login, and then the verification, backup email and new O2 linked password. (So each email seems has its own direct login.) Another of our forum user's was able to complete the process as they outline here 👉  https://community.virginmedia.com/discussions/ManageAccountCable/unable-to-access-my-virgin-media-account/5651935/replies/5653630

    Please feel free to continue to update this thread. We appreciate you taking the time to share your experience. Let us know if there's anything else you have questions about after giving the team a call. Thank you for your continued patience! 🌞

    • laraB1's avatar
      laraB1
      Settling in
      6 days ago

      16 days later, 4th time I rang 2 days ago. I was upset, asked to speak to someone senior who appeared empathetic. They promised to ring back - never did. 3rd time someone has said they will get back in touch. I will try a written complaint next.

  • JT20's avatar
    JT20
    Tuning in
    19 hours ago

    Same here. Synced as asked on 26th July. No email access since. Spoke to 3 agents now. All saying different things. Still locked out. Absolute joke.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      17 hours ago

      Hi JT20 thanks for your post although we're sorry to hear of your concerns raised.

      Have you tried what the previous poster in here has done, and tried an email app to see if this works temporarily?

      Many thanks

      • JT20's avatar
        JT20
        Tuning in
        13 hours ago

        I am not technically savvy. I have synced my VM to O2.Wished I had not done that. Still cannot get into emails .Still waiting for a response from your IT.