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NeilLondon99's avatar
NeilLondon99
Dialled in
2 months ago

Cannot login to My Virgin Media or Sky Sports

What on earth is going on? Tried to watch England v India cricket finale yesterday on Sky Sports app, but could not login. Just asked me to enter my email address (not sure which to use as Tesco is s my old one and is now dead and Gmail my one registered with you, but not my username)?

Entered Gmail, got a link to click on, said my email address was verified and then just exited that page but did nothing else. Same process happens with My Virgin Media, very frustrating and not what I pay for. Any compensation due?

Virgin, please sort this out asap.

13 Replies

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    2 months ago

    Hi NeilLondon99 thanks for posting although we're sorry to hear of your concerns raised here.

    Our fixed and mobile networks are operating as usual today, however we’re aware that a small number of customers are experiencing issues accessing some apps. Our technical teams are working to restore services as soon as possible and we apologise for any inconvenience caused.

  • NeilLondon99's avatar
    NeilLondon99
    Dialled in
    2 months ago

    Come on Virgin, sort this out asap. Very frustrating indeed. If we can't link Virgin and O2 accounts online because of this mess, then can't you link them automatically internally and save us this hassle?

  • NeilLondon99's avatar
    NeilLondon99
    Dialled in
    2 months ago

    Virgin , PLEASE revert to the old login to My Virgin Media whilst you sort out this mess

  • NeilLondon99's avatar
    NeilLondon99
    Dialled in
    2 months ago

    Please can someone from Virgin private message me, as it's getting on for a week I haven't been able to login to My Virgin Media account or the Sky Sports app.

    I have raised a ticket with your IT team on the phone 48 hours ago, but no updates, no communication, poor service.

    Might have to consider other providers if this carries on, but I don't want to do that, so please sort this out.

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

      Hi NeilLondon99, thank you for your post.

      We're sorry to hear about the ongoing problem you're having and that you're thinking of leaving us 😔

      Were you advised of a service-level agreement date/time in relation to the IT ticket raised?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • NeilLondon99's avatar
        NeilLondon99
        Dialled in
        2 months ago

        Hello Daniel,

         

        No, but it was approx 6.30pm on Wednesday evening via your tech help on the phone

        Name e of person was I spoke to was I believe from an email about satisfaction I received, Har**bleep**.

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

      Hi NeilLondon99 👋 Thanks for getting back to us!
      Sincerest apologies for any frustration or inconvenience caused as a result of the recent changes to My VM, and it's knock on affect to your Sky Sports App. 

      If your case has already been raised to IT sadly we won't be able to escalate the fix until it's gone past the estimated fix time/date on the ticket. 

      It sounds like this hasn't yet been provided to you so I will send you a PM to confirm a few account details and offer support with this. Please keep an eye on your inbox in the top right corner of the page. We can then return to this public thread with another update when possible. 

      Thanks for your patience whilst the team try to resolve these issues! 🌞

  • NeilLondon99's avatar
    NeilLondon99
    Dialled in
    2 months ago

    I asked about compensation for loss of access to Sky Sports app, but no commitment as yet

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      26 days ago

      Hey waqyyy1, thank you for reaching out and we are sorry to hear you are having some login issues, what error messages are you getting?