I am Unable to sign to MyVirginmedia

Question

I am completely unable to login to MyVirginmedia or Virginmedia O2 account. Even the link provided in the "view my bill" link in emails from vmteam@virginmedia.co.uk does not work, whatever browser I use. None of the previously provided links work, such as https://www.virginmedia.com/myvmo2 or https://www.virginmedia.com/my-virgin-media/home or just http://www.virginmedia.com

and "solutions" in www.virginmedia.com/support/help/contact-us were no use.

can someone please help?

Molly_T · Answer

Hi Nicholjo 👋 Thanks for getting back to us, and for your thorough response in terms of the error message.&nbsp;
Glad to hear the issues with your My VM access have been resolved!&nbsp;
Whilst we are partnered, your My VM services and O2 Services do operate separately and so My VM 👉 virg.in/myVM and MyO2 👉 https://accounts.o2.co.uk/signin are separate platforms, with separate logins used for access.&nbsp;
In terms of the red light on the Hub - we would indeed recommend completing a pinhole reset on the hub ahead of us completing further testing or arranging an engineer / replacement. You can do this by inserting into the hole marked 'reset' on the back of the hub for 60 seconds.&nbsp;
Please let us know how you get on following this, and we can then offer further support.&nbsp;
Thanks for your patience in the meantime! 🌞

John_GS · Answer

Hi Nicholjo&nbsp;
Thanks for posting and welcome to the community.
Sorry to hear you're unable to log in to the website. Can you advise what happens when you try? Any error messages?&nbsp;
Best wishes.

Nicholjo · Answer

Thank you John_GS&nbsp; Forum Team for your reply. Yes, there were several error messages. Such as:when I tried www.virginmedia.com/support/help/contact-usEvery attempt went (on 05/05/25) to:Sorry, something's gone wrongAs there may be a problem with your device's settings, we aren't able to let it sign in to My Virgin Media for security reasons Try signing in on another device.Did not work on phone either initially until after several attempts Even earlier today (08/05/25) when I tried the “View this bill” link in the VM email it came up with the following:- “something's gone wrong&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; We're sorry this isn't the page you wanted.It's something at our end, and we‘re working as fast as we can to fix it.If you try again later everything will be sorted. Sorry for the inconvenience.&nbsp; Etc etc “ with various helpful links.However later this morning it did start to work again. Via one of those helpful links:-My Virgin Media home&nbsp;&nbsp; =&nbsp;&nbsp; https://my.virginmedia.com/home/index &nbsp;but it actually went to: https://www.virginmedia.com/myvmo2 &nbsp;with heading Virgin media (NOT Virgin O2) where it says:&nbsp; Welcome to My Virgin Media. Signin or register to manage your account.This time that signin weblink worked (whereas over the previous few days it hadn’t).Hurrah! Now I can access my Virginmedia account and view bills etc.There seems to be a lot of confusion over VM v VMO2. In Jan 2024 I went through the laborious process/guide to set up VMO2 with, as instructed, a new password. But VMO2 would not accept that new password. I had to go back to using the previous password, which I have used ever since.Can you advise if those issues may be linked to the fact that this morning (08/05/25) my Virgin Hub 3 kept cutting out/ losing connection to devices. Annoyingly during my son’s work video calls. I then noticed that the Hub light is glowing red (or pale pink). The Hub is gently warm.I see that several other people have been having the same red light issue; as in: https://community.virginmedia.com/discussions/Wireless/permanent-red-light-hub-3/5595367The general answer is that it needs a VM Tech visit to repair or replace. Are you able to arrange that please? In Nottingham. Just at the moment I can’t try to reset as my son is online here today with work issues. He is leaving this evening. Should I try to “reset the PIN” tomorrow? How do I find out how to do that?Nicholjo

Nicholjo · Answer

Thank you Molly_T&nbsp;&nbsp;&nbsp;&nbsp; Forum Team for your reply. I have done a pinhole reset - twice. Each time the pink light flashed a few times then went out. After 60 seconds I removed the pin. The pink light soon re-appeared.&nbsp; So please now “complete further testing or arrange an engineer / replacement”.Re your statement:- “Whilst we are partnered, your My VM services and O2 Services do operate separately . . . . separate platforms, with separate logins used for access.”.&nbsp; Yes, that is how I, quite happily, continue to access VM and O2. &nbsp;Having failed, in 2024, to link them as described in the &nbsp;Find out more link below.On that https://accounts.o2.co.uk/signin&nbsp;page there is a note:“Use your Virgin Media O2 IDIf you've linked your Virgin Media and O2 details to create a new Virgin Media O2 ID, sign in with it here.&nbsp;Find out moreSign in with a Virgin Media O2 ID .” That goes straight to My O2 account, NOT VM.The Find out more &nbsp;link goes to &nbsp;&nbsp;https://www.virginmedia.com/support/help/linked-virgin-media-o2-id&nbsp; where it says:-“All about your Virgin Media O2 IDIf you’re a Virgin Media O2 customer, you may have received an email from Virgin Media O2 to let you know you can link the sign in details for both My Virgin Media and My O2, to create your Virgin Media O2 ID.This email will ask you to follow our online steps to link your sign in details, and once you’ve done this you’ll only need to use your new Virgin Media O2 details to sign in to both My Virgin Media and My O2 (and any other online spaces you’d usually use your My Virgin Media or My O2 details to sign in to).”&nbsp; Etc. . . etc . . followed by confusingly contradictory statements.JUST SAYING! &nbsp;There is no need for you to respond on that VM O2 issue.

Kath_P · Answer

Hi Nicholjo,&nbsp;
Thanks for coming back to us. We're sorry the PIN hole reset didn't work. We won't be able to fix this remotely so&nbsp;I would like to arrange&nbsp;for an engineer to come to take a look at this for you.&nbsp;
I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊
Thanks,

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I am Unable to sign to MyVirginmedia

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