Forum Discussion

VMissues1's avatar
VMissues1
Just browsing
2 months ago

How am I now supposed to access to my other VM mailboxes?

The way this VM O2 ID authentication change has been handled is disgraceful. They appear to have rolled it out without any prior testing. Just like Elon's "move fast & break things" approach, this has now resulted in a "rapid unscheduled disassembly". For gawd's sake do things properly, Virgin Media! I'm seriously considering moving my email away from these clowns who can't seem to do anything right.

It's not as if changing the password is something that offers the customers any extra value at all; this was purely of benefit to the service providers (VM & O2). So we go through these ridiculous extra steps just to verify a new password they want us to adopt? Crazy!

If I understand the limited advice provided by other contributors in these forum pages, if the user previously had multiple (say "..@blueyonder") mailboxes under VM, that user now needs to set up VM O2 IDs for each extra mailbox: this is in addition to the VM O2 ID he/she has already been obliged to set up for the primary mailbox. What is the justification for that, why is that necessary? If I previously had 4 mailboxes available under my previous VM email sign-in & ID, why do I now need an additional VM O2 ID for each individual mailbox? There has got to be a better way of catering for this user requirements scenario.  I am so disgusted by this lazy thinking by VMO2, I am seriously considering changing my email addresss & moving to another ISP (no small project, as any reader will appreciate).

Apalling customer service (NOT!)

account
Blueyonder
email
webmail

21 Replies

  • Enduser's avatar
    Enduser
    Fibre optic
    2 months ago

    I agree, this is an awful system, just far too complicated, I now cannot sign into either O2 or My VM accounts. codes, recovery codes, that disappear after a few seconds.

    I can only imagine what will happen at the end of the month when VM are apparently rolling back to a previous logging in system.

    I don't want my accounts linked, I just want to pay my bills to VM and O2, and to be able to log into them occasionality. that’s all. 

     

     

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

    Hi VMissues1 thanks for posting and welcome to our community.

    Sorry to hear you're having issues with accessing your online account. Can you please advise what type of device are you attempting to access on? IOS? Android? Or a laptop/PC/Macbook?

    Regards

    Lee_R

    • VMissues1's avatar
      VMissues1
      Just browsing
      2 months ago

      Hi Lee,

      Thank you for your interest

      I mainly prefer accessing my webmail via Firefox on my laptop, though I am also able access webmail via my android phone.  I can't access any of my additional mailboxes at the moment because of this VMO2ID requirement. Can you explain the logic behind needing to set up multiple IDs in order to read the emails on my secondary mailboxes?

      In hopes...

      Regards

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

        We do appreciate your frustration VMiussues1. If you are still having any issues we do recommend to take a look at this link: https://www.virginmediao2.co.uk/help

        With regards to why these changes have been done. It is a business decision to allow access to both O2 and VM online account in the same location. 

        ^Martin

  • EddyFiss's avatar
    EddyFiss
    Dialled in
    2 months ago

    I have the same difficulty.

    I've been a good boy and set up all the bits for my main virgin email account. Then I find I have to do it all again to log on to my  VirginMedia account. 

    Yes, it's a pain. It would be more customer facing if you could do all this with one set-up feature. The passkey (which I use) is device specific so Virgin or O2 have no excuse. The passkey is known only to the owner of the device. Of course, the doesn't account for kidnapping etc.

    For now, I've given up doing all the new security to get into my VM  account and will wait patiently for an improvement.

    Meantime, I set up and bought my own domain and email last year, for a very small fee. It was definitely worth doing :-)

    So, VM, JDI - like now, please.

    Cheers

    Cliff

  • tufftee's avatar
    tufftee
    On our wavelength
    2 months ago

    I understand the need for improved login security these days but this whole switchover to VMO2 accounts has not been done with any consideration for customers - a blanket email announcement to all VM customers a month or so ago would've been nice.

    My issue is that I have a secondary (blueyonder) email address that I have now also linked to VMO2 (along with my primary address) but, before allowing me to login to webmail, it is requiring me to link that 2nd email to my main VM account (when it asks for account no., area ref & surname  etc)

    I am concerned that if I now link the secondary address to my VM acc. it will swap/disconnect the existing (and working) link from my primary email address ..or will it just add it?

    Has anyone here successfully linked more than one VMO2 account to a single main VM acc?

    Also, this only seems to be an issue for logging into webmail in a browser  - as Mail apps on iphone/ipad/Windows/Mac  (with original IMAP settings) are still working.

    Am happy to NOT use webmail temporarily if VMO2 are planning to revert to a simpler login method - can a moderator please confirm what or if there are any plans for this?

    Thanks. T

  • brackensroad's avatar
    brackensroad
    Dialled in
    30 days ago

    Just sent a version of this to VM, but for anyone else reading, anyone having similar problems?

    ----

    Hi Martin/anyone else from the Virgin Media team –

    Related, I think, to the new, unannounced, unexplained log-in procedures:

    I've just been locked out of my email inbox for the umpteenth time. 

    But now, even trying to log out and log into Virgin Media to embark on the unwieldy password reset procedure, doesn't work. When I try to log in, I get this message: 

    "It looks like there’s an issue processing this request. Please contact our team for help with your online account, quoting reference IDF-12B."

    And of course, "contacting the team" means being on hold, on the phone, interminably. Which is where I am currently.

    *What is going in with VM's service? Is this purposeful obsolescence?* 

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      30 days ago

      Hi brackensroad,

      With this error message you've mentioned, we are aware of this and working on a resolution asap. In the meantime if you're using a VPN turn off any VPN they have active and try again., failing that it should work on an alternate device providing it is not connected to a VPN. 

      Alex_Rm

      • brackensroad's avatar
        brackensroad
        Dialled in
        30 days ago

        Thanks Alex. 

        I ended up in a discussion on X last night with a VM rep. They were trying to help me resolve this. But in the event, I managed to log back in late last night.

        I still, though, have the ongoing aggravation of my being repeatedly locked out of my inbox.

        And: in the interests of customer feedback: as has been repeatedly said on these forums, VM would do themselves a lot of favours, and dampen down some customer wrath, if they simply – in advance – flagged, or advertised, or announced, or explained looming changes to log-in protocols. 

        And also, in this case, given that there was clearly a system-wide problem, alerted customers to that – and apologised.