Forum Discussion

JY159's avatar
JY159
Joining in
21 days ago

Can't Sign in to Virgin App

Hi virgin community, 

I can't seem to sign in to VM app on my phone or web browser on my laptop. Every time I try to click sign in, it brings me to a blank screen with the virgin media logo on top with a black strip in the background. I've tried all possible methods repeatedly like clearing the history, cache, sign in from different devices, even signing in using different Wifi connection and mobile data, none of them worked. I've tried calling VM customer service several times as well and they couldn't provide a solution on this. There's a similar thread posted months ago but there's no solution written on there. Can anyone shed light on this??

9 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    20 days ago

    Hi JY159,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue you're having with your online account. 

    Can you please confirm the web browsers you have tried this on?

    Also if you have one, can you please provide a photo or screenshot of the screen you're seeing after clicking the sign in button? Please ensure no personal information is shown. 

    ^Martin

    • JY159's avatar
      JY159
      Joining in
      19 days ago

      Hi Martin_N, 

      I've tried using Google Chrome, Safari, Microsoft Edge and Bing Search website browsers and still can't login. Here's a screenshot after I click sign in: 

       

      I've also deleted my app and redownload it several times to sign in through my phone. It still doesn't let me get pass to sign in page. It keeps showing me the same sign in page. 

  • Retepdrallub's avatar
    Retepdrallub
    On our wavelength
    19 days ago

    Try  deleting your passkey in your password manager. It worked for me

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      18 days ago

      Thanks for coming back to us, JY159. Have you tried to delete the passkey as Retepdrallub has advised, or do you still need further assistance?

      Kind Regards,

      Steven_L

  • JY159's avatar
    JY159
    Joining in
    18 days ago

    Hello everyone, 

    Thank you for your suggestions. Yes I have tried incognito and other browsers as well. It still wouldn't let me get pass the sign in step. I've also deleted my passkey in the google manager, unfortunately doesn't work as well. I've tried clicking the sign in button a couple times then the blank screen appears. 

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

      Thank you for the update JY159 and we are sorry to hear this.

      When trying these other methods are you getting any error codes at all?

      Even any error messages?

      Any VPN's on your new methods?

      Are pops ups allowed?

  • JY159's avatar
    JY159
    Joining in
    15 days ago

    Hi Matthew_ML, 

    It shows the same blank page when I try other methods. Previously I've tried using Bing browser to search, the error message shows this: 

    I don't use VPN so not too sure about this. Pops up are allowed as well. 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      14 days ago

      Thanks for coming back to us, JY159.  I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L