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spera66's avatar
spera66
Joining in
2 years ago
Solved

Cant verify my email

I tried to create an account with Virgin Media so I could log into the app and control some Virgin Media WiFi pods. However when I tried to create the account it failed at the verification step. Either one of two things would happen:

  • I would wait for a long time for the verification email to be sent, and once I had received it the verification link had expired. I would try to get it sent again when this happened.
  • Sometimes when I click the link in the email it loads a page that just states "Complete your profile". There isn't anything on this page for me to do or click so I can't do anything. I also can't resend the verification link.

I am now unable to:

  • access this new account
  • resend a verification link
  • Beth_G's avatar
    Beth_G
    2 years ago

    Thanks for getting back to us with the additional information.

    What I'll do is drop you a private message so I can take your account details and have a look on our end. 📩

13 Replies

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  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    2 years ago

    Hi spera66

    Thank you for your post, welcome to the Community Forums. 

    I'm sorry to hear that you're struggling to register you My Virgin Media account, that does sound frustrating. How very strange.

    Have you tried loading the link from the verification email into a new browser or clearing your cache and cookies? 

    Usually, you would need to enter in your date of birth and/or your security question and answer. If you haven't already provided these details and you're not being asked for them when prompted to complete your profile, there may be an issue with the page loading.

    Have you tried signing into the My Virgin Media app too with any success?

    Keep us posted

     

    • spera66's avatar
      spera66
      Joining in
      2 years ago

      Hi Beth_G, thanks for the reply. Ive cleared cache/cookies and history. Ive tried the app on my mobile. Ive tried various browsers and tried via mobile, ipad, laptop and computer. Ive had virgin broadband installed on the 19/02/24 this week. ive had my email verified for access to this forum, but not on my virginmedia account. In all cases above this is what happens when i try to verify my account : I click on to register, it sends me an email, sometimes it comes through to my inbox to verify, sometimes i have to ask it to resend verification email as i havent received it, sometimes it takes along time to enter my inbox, sometimes i dont receive anything. When i click on the verification link it opens for 1 second a box to enter my email but then before you can enter any part of your email, it jumps to ''complete your profile'' and this immediately changes to ''verification link'' expired. Its been like this since yesterday (its never displayed any questions, or boxes so far), Thank you.

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for getting back to us with the additional information.

        What I'll do is drop you a private message so I can take your account details and have a look on our end. 📩

  • eugener's avatar
    eugener
    Tuning in
    2 years ago

    Exact same thing happening to me. Very frustrating! 

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Pdmid2024 👋 Thank you for your post and welcome to the Virgin Media Community 😀

        We're sorry to hear about the problem you're having 😔

        I can see my colleague has responded to you on another thread. Please reply to that at your earliest convenience.

        Regards,
        Daniel

  • Tco07's avatar
    Tco07
    Joining in
    11 months ago

    Have exactly same problem, could someone please help me. 

    Thank you 

  • AM13's avatar
    AM13
    Joining in
    5 months ago

    I am also having the exact same issue, please can someone contact me to help with the solution.