Forum Discussion

Jchnanty's avatar
Jchnanty
Settling in
22 days ago

How very dare you……

Having signed up for broadband a couple of weeks ago, I was told by the salesman and my “welcome” email (which also contained contract info and came to the email address I asked to be registered and used for official communications) that I needed to sign up for “My Virgin Media” so that I could track the progress of my order. Having tried this 5 times (with the well used and talked about muchly on here, excuse,  regarding my email not matching one on some other VM account) until I was barred until the following day, I battled the inevitable bot to eventually chat to someone who told me it would probably take 48 hours before the system recognised me.

I tried again a couple of days later, and same problem occurred so decided to look on this forum. There were numerous other people having the same or very similar issue venting their displeasure and getting various responses regarding new app, O2 merger, IT problems that were being looked into etc.. I posted and got a reply saying it would likely not be resolved until my service actually went live. Fair enough I thought, I’ll live with that, thinking it wasn’t my fault after all even though I feel it must be (sorry, just the way my brain works).

A couple of days later I received an email asking why I hadn’t marked my post as “resolved”. This upset me as I couldn’t work out how I could do that until my service went live and I was then actually able to satisfactorily achieve the aim I set out to accomplish. Again, I’ve failed, another mental setback. Still I manage to carry on knowing live date is drawing near.

Only 4 days to go and I get an email questioning why I haven’t set up my account and listing all the benefits it will bring me, it tells me my account number, my area code and comes to my favourite email address and has my first name at the beginning. So I try again and guess what? Same problem, mismatched email address with some account I don’t even know about. I think I’ve just about had enough of all this malarkey and the negative effect on my mental health. I don’t even know why I need it surely I just get internet access and pay for it and count down the 24 months till I can go elsewhere.

Rant over, off to see my therapist now :-) 

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1 Reply

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    21 days ago

    Hello Jchnanty

     

    We're sorry to hear of the issues experienced setting up your VMO2 ID, we appreciate you letting us know via the forums.

     

    You’ll need a Virgin Media O2 ID to manage Virgin Media services online. It replaces signing in to sites like My Virgin Media or My O2 with two different sets of sign in credentials.

     

    This way you’ll only need to remember one set of signing credentials to access all your Virgin Media and O2 services. Our Virgin Media O2 ID is backed by the latest security methods, like passkeys, making your online experience safer and more secure.

     

    When you sign in to the Virgin Media and O2 online spaces with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device. 

    If you haven't been installed yet, this may also be causing issues with setting up the ID but the team will keep you up to date with this via email and text to the registered details on the account from the point of sale.