Forum Discussion

Rusty1978's avatar
Rusty1978
On our wavelength
9 days ago

Cannot login to Virgin Account still after a week

Hi,

I’ve been dealing with this issue for over a week now, and it’s clearly related to the new ID merge between Virgin Media and O2. As it stands, I can’t access my Virgin Media account at all, meaning I can’t watch Sky Sports on my laptop or phone, or even do something simple like check or manage my account.  I called customer support on 15/07/25 and spent over an hour on the phone with technical support. I was told this is a known issue affecting many users, and was advised to try again this week as it should have been resolved by now. Spoiler alert: it hasn’t been. 

The problem seems to be when I try to log in.  I’m prompted to link my Virgin and/or O2 accounts. When I attempt to link the Virgin Media account, the system sends a verification email to one of my email addresses (which I can access), but clicking the link just sends me to the Virgin homepage. It doesn’t actually verify anything. So I’m stuck in an endless loop that leads nowhere. 

To make things more confusing, the new ID system was set up with a different email address than my original Virgin Media login. Both emails are mine and both work, and I only used a different one initially because I was already having issues on setting up the new ID.  I’m now wondering if that mismatch is contributing to the problem. Either way, the verification links aren’t doing their job.  When is this going to be fixed? It’s been long enough.

Thanks,

Russ

account
cant login
ID
login
merge
virgin account

22 Replies

    • Hipper's avatar
      Hipper
      Joining in
      21 hours ago

      I also had troubles since Sunday the 19th July and had contacted Virgin by phone. As with others I got nowhere but was told an IT person would contact me in five days. Of course they didn't (but I did get a call from a Virgin Sales rep!). Today I decided to give it another go. Used my second e-mail (on Outlook) which I can access, used an old password that Virgin had generated a while back (so not new as they asked). The third part I used my mobile for a pass code. I'm now back to having access to e-mail client and account. I don't have a Microsoft passcode, a third e-mail address or an O2 phone. Good luck to everyone!

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

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

        Great to hear you managed to get most of the way through this. Are you still requiring any further help? 

        Many thanks

  • Joshthorpeuk's avatar
    Joshthorpeuk
    Joining in
    4 days ago

    New customer here with installation for Friday - getting emails asking me to sign up but I get the same error message - that my account has a different email address. Extremely frustrating! Please let us know when this is fixed.

  • Rusty1978's avatar
    Rusty1978
    On our wavelength
    4 days ago

    Also, I think someone should reach out to fix this as calling the technical team is a complete waste of time.  I can see this not getting fixed at all and me not being able to access the account or the mobile facilities the package offers.  

  • Rusty1978's avatar
    Rusty1978
    On our wavelength
    4 days ago

    None of the solutions are working for me.  I haven't got a VPN running and cleared the cache and still not working.  How am I ever meant to access my account?????

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    8 days ago

    Hi Rusty1978 

    Welcome to the Community Forums. 

    Sorry to hear you've not been able to access your online account. 

    The email to use for creating your Virgin Media O2 ID would need to be the one you have used to log into your online account. We did make some changes to the email required for the login details, when we asked customers to use a non-virgin media email. It would be this email that is needed. 

    Ensure that you have no VPN or Private/Apple relay enabled and the verification should go through successfully. If this has not worked, are you able to clear you cache/cookies or try another device/browser to attempt to create your Virgin Media O2 ID? 

    • mikeawilson's avatar
      mikeawilson
      Joining in
      8 days ago

      The problem with the non-VM email is that (for example) if your Google account has your VM email linked, you will be referred every time to create a new Gmail address instead of being able to log in to your existing one.  So anything sent to Gmail is inaccessible.  If you do, somehow, get to a point where you might be able to log in to Gmail, Google will send a link to your VM email.  Which is inaccessible.  A perfect paradox.

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

        Hey mikeawilson, thank you for reaching out and we are aware of some teething issues with this.

        Have you managed to make one at all?

        We would advise using an email which currently can be accessible if possible.

  • harbornite's avatar
    harbornite
    Settling in
    8 days ago

    I'm in a similar position.

    Although I receive bills, notifications from VM on one email, it was still registered under an old email.  This email can no longer be accessed so I cant receive the verification link.

    After an hour on the phone to CS , there is nothing that can be done.  So I'm stuck without access to my account and unable to watch or use VM outside of my TV at home. 

  • cajx2's avatar
    cajx2
    Tuning in
    8 days ago

    I share your frustration. I have exactly the same issue and have been trying to resolve for a week. A page tells me that my account is registered to a different email address, so I confirm that email address and it just takes me to the Virgin Media website and nothing happens. 

    Will follow this thread in the hope that a fix can be found. 

     

    • cajx2's avatar
      cajx2
      Tuning in
      8 days ago

      I tried another browser and got the following error...

      It looks like there’s an issue processing this request. Please contact our team for help with your online account, quoting reference IDF-12B

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        8 days ago

        Hi cajx2

        Welcome to the Community Forums. 

        Sorry to hear that you're also having issues with registering for your Virgin Media O2 ID. 

        So, with IDF-12B error, please ensure you're not on a VPN, or with Apple/Private Relay disabled, or if you're running any screen recording software. This would also need to be off.