Forum Discussion

pekky's avatar
pekky
Joining in
8 days 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. 

21 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    8 days 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
      Joining in
      8 days ago

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

       

    • ezeadnah's avatar
      ezeadnah
      Joining in
      7 days 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
        7 days 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 :).

    • Dyl_S's avatar
      Dyl_S
      Joining in
      6 days ago

      I’m having the same issue, it’s frustrating 

    • niahende's avatar
      niahende
      Joining in
      6 days ago

      I've got the same issue, tried across three different devices through the app and the web URL.

  • aftmartin's avatar
    aftmartin
    Settling in
    6 days 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?