Forum Discussion

pekky's avatar
pekky
Tuning in
2 months ago

Can't access account settings

I had my service installed yesterday and everything works fine except I can’t access Account Settings. The page won’t load and shows: “Oops, looks like something's gone wrong on our side. Please try again.”

I’ve tried:

Multiple devices (laptop and phone)
Different browsers
Clearing cookies/cache
Using the mobile app

The issue persists across all of these, so it appears to be on your side. Could you please investigate and let me know when this will be fixed?

If you need any details (account number, email, etc.), I’m happy to provide them. 

30 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    AFAIK, it will take a few days before you can access your account.  Try again in a day or two.

    • pekky's avatar
      pekky
      Tuning in
      2 months ago

      i see, thank you so much, i will try again in a day or two

       

    • ezeadnah's avatar
      ezeadnah
      Tuning in
      2 months ago

      I got installed on 29th October around 5pm

      It's currently 10 am November 1st and still getting this error 

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

        Hi pekky and ezeadnah 

        Thanks both for posting and welcome to the community.

        Can you please advise what you're trying to access? Is it the My Virgin Media online account, the Hub settings, Connect App?

        We can then advise further :).

  • aftmartin's avatar
    aftmartin
    Joining in
    2 months ago

    Had VM installed on 9th Sep and even now on the 2nd Nov I still can't access My Virgin Media. It either just goes loads and goes back to the sign in/register page or loads to a blank screen. 

    I have to do everything by phone, which means sitting for however long in queues before speaking to someone. Only for them to repeat what the last 5+ agents have told me and still nothing works. 

    My mobile is with 02 and everything works fine. So why are Virgin Media struggling with their app and my virgin media Web page? 

  • joakimwalters96's avatar
    joakimwalters96
    Joining in
    1 month ago

    Hi I am also experiencing this problem. Installed early november and has displayed this message since then.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      1 month ago

      Hello joakimwalters96,

      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 experiencing with your online account.

      Had you been able to successfully set up your online account before the issues started? 

      Have you tried to access the page using other browsers or devices? Also, are you able to access your account using the 'My Virgin Media' mobile application?

      Kind Regards,

      Steven_L

      • joakimwalters96's avatar
        joakimwalters96
        Joining in
        1 month ago

        I set up the account but I don't think I ever had access to my settings.

        I've tried both on other browsers and through the app, all the same result

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team (Retired)
      1 month ago

      Hi ElishaB1,

      Please create your own thread so we can assist further.

      Thanks

  • snowballblue's avatar
    snowballblue
    Settling in
    1 day ago

    I have also had the same problem. Spoken to two different staff via online chat about it but have yet to hear anything back. Connection has worked fine since installation a couple of months ago but I can't access my account settings on any browser or device.

    • Deepak_S's avatar
      Deepak_S
      Icon for Forum Team rankForum Team
      1 day ago

      Hi Snowballblue, 

       

      Thanks for letting us know, and we’re really sorry for the trouble you’re having, it sounds like you’ve already taken several sensible steps to try and fix this, so we appreciate you sharing that.

       

      If the issue is still happening, we can raise an IT ticket so our second-line technical team can take a closer look and work on resolving it for you. If you’re happy to proceed, let’s pass security and we’ll get this started right away🙂

  • snowballblue's avatar
    snowballblue
    Settling in
    1 day ago

    I have the same problem as people in this thread:

    Can't access account settings | Virgin Media Community - 5679423

    Unable to access account settings no matter the browser or device and having stopped VPNs and cleared caches. This happens on both the website and the app.

    I've contacted VM twice about this, once by phone and once by the online chat. Both ended with a raised ticket but I've yet to hear back from either. It's now nearly a month since the second ticket was raised and two since the first was raised.

    Is there any way of fixing this?