Forum Discussion

A_H_Z's avatar
A_H_Z
Joining in
4 days ago

Can't access account settings

Just got my service installed yesterday and everything works fine only problem is I can't access account settings to change anything. The page doesn't load and just hangs with the Virgin Media symbol. I've tried doing it on my phone as well and that doesn't work either so it's clearly not an issue with my laptop browser.  This is rather frustrating as a new customer.

23 Replies

  • If it's any consolation, I've got the same problem. Pretty poor from Virgin. 

  • Hello A_H_Z,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account at the moment. 

    Is this happening on every page that you use within your online account or just certain pages? If only certain pages, please let us know which ones you've had issues with.

    Kind Regards,

    Steven_L

    • A_H_Z's avatar
      A_H_Z
      Joining in

      No, it's just the settings page. Looks exactly like screenshot someone else has posted. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team

        Hi all,

        Thanks for taking the time to raise this. We've run some checks at our end and having the same issue. We've raised this with the relevant teams for them to look into what's happened, and get things resolved. 

        Apologies for the inconvenience caused. 

        Many thanks, 

    • AlexK2's avatar
      AlexK2
      Joining in

      I have the same issue. I can’t get to my virgin media settings on the app or the website. Just get the Logo screen

  • Exactly the same problem here. The account settings page is not loading. All other pages when logged in are fine. Tried with Edge Browser and Firefox with the same issue.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team

      Thanks for coming back to us mackerbootle. Are you able to share a screenshot of the page, when you try to open the settings page?

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team

      When were the services installed, mackerbootle? 

  • I initially managed to solve the issue by signing out of the account, deleting the cookies and cache on my browser, signing back in again. This however only lasted two page clicks and is back to the spinning logo again. Sigh :( 

  • I am having the same issue. I got my service yesterday and I've been trying to access the account settings to switch off some security features (I can't connect my PS5, apparently it's blocked by default by Virgin as a children's safety feature - absolutely ridiculous) but I'm just met with the same loading icon. 

  • Yep! It's crazy isn't it. Come on Virgin Media, you really need to get this issue sorted. 

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team

      Hi mackerbootle, 

      We're aware of this and it is being investigated by the relevant teams. 

      ^Martin

      • cranleyg's avatar
        cranleyg
        Just joined

        Same issue with my account as well - Been like this for a month now.