Forum Discussion

jimgironde's avatar
jimgironde
Dialled in
6 months ago

I cant solve linked log in

O2/VM account problem.

I have read scores of posts on similar problems but none solves it for me.

We are not new customers having been with VM for years with Volt. Our 2 mobiles were transferred to O2 a couple of years ago.

So we had 3 accounts i.e., a VM account and 2 times O2 accounts.

We also had 3 email accounts. We had a VM email which was only used for VM “housekeeping issues” plus we had 2 Blueyonder emails. The O2 monthly bills were sent to our Blueyonder addresses.

Okay, so a few days back we tried to log into one of the O2 accounts using the Blueyonder email address. We got the message saying the email was not a VM email and therefore not recognised. The same thing obviously happened with the second O2 account.

I then googled and came across the issue that seemed to crop up a few months back. I would add that we have never received emails about the merger of online accounts and actions to take.

So, I am now going around in circles!

I have logged into O2 using my VM email and it accepted that but stated that no mobile phone was linked to it. It gave the option to add an O2 phone, but when I put in the number it states that is linked to another online account.

I have linked the VM and O2 accounts. When I go into it my VM details are there i.e., account number etc. But on the O2 section it merely states that I am an “O2 community customer” It doesn’t allow me to add any information?

How do I break this cycle please?

33 Replies

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hello jimgironde

     

    Sorry to hear of the VMO2 ID issues experienced, we appreciate you taking the time to raise this via the forums.

     

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account
    • Follow the on-screen instructions
    • jimgironde's avatar
      jimgironde
      Dialled in
      6 months ago

      Robert, thanks for the reply.

      I can confirm my email used for Virgin Media O2 ID, is my original VM email.

      However, when I follow your listed steps and tap manage your products, I do not get any "link" options.

      What I get are details of my VM account, but in the O2 section it just states I am an "O2 Community Customer" with no clickable links?

  • jimgironde's avatar
    jimgironde
    Dialled in
    6 months ago

    Thanks Steven

    But as I said the reality is otherwise when I click to register an O2 account.

    All avenues to O2 are closed to me. I use a web browser and it directs me to the O2 App but that denies me access.

    I realise this is not a direct VM problem but it is a joint one caused by the VMO2 password introduction.

    I have been with Virgin for 25 years i.e., Telewest in year 2000, this became Blueyonder, which became Virgin.

    Over that 25 years I have had many problems and these have always been sorted for me by Virgin and its teams.

    Looks like I am on my own now.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      6 months ago

      Thanks for coming back to us jimgironde. 

      Are you able to contact O2 over the phone (03448090202 )by any of the methods here o2.co.uk/contactus?

      Kind Regards,

      Steven_L

  • jimgironde's avatar
    jimgironde
    Dialled in
    6 months ago

    As mentioned in previous posts, the advice given by the 202 number, is to clear cookies and to wait for O2 systems to update overnight. When you try and push them further they direct you to O2 online advice.

    As regards the O2/contactus option. Initially it looks promising with live chat, but once you speak with the Bot if you want to speak to a person, it tells you to continue on the O2 App. However, that is another dead end because the App will not let me log on!

    Thanks for coming back again Steven but I cannot find a way forward.

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

      Thank you for your response Jimgironde.

      Which options are you selecting when you call in on the 202 number?

      ^Martin

      • jimgironde's avatar
        jimgironde
        Dialled in
        6 months ago

         Martin,I have rang 202 quite a few times but have given up due to long wait times.

        The only options appeared to be when passing security. When going forward it was based on voice recognition relating to the problem.

        As this is the only O2 option that has got me through to a human, should they be able to help me? My experience suggested they were not equipped to solve problems but merely to suggest general ways forward.

        Whenever I have had a 100% VM problem, you guys and gals, have worked wonders via private messages.

        I am only using this route as I feel it is a joint problem caused by the switch to VMO2. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    Just a thought, and this may, or may not help. If   jimgironde​   creates a new Gmail account for the sole purpose of getting into the O2 Community forum, this may work.  This should allow access into the O2 Community forums as it's a new email and not connected in any way to his other O2 accounts.  The different email will not matter, as this is only for signing into a Forum, nothing else. 

    • jimgironde's avatar
      jimgironde
      Dialled in
      6 months ago

      I had thought about doing that @Adduxi, but when I hit the link to "register" for  the community it doesnt do that. It sends me a link to sign into O2 with my VM password, it allows me to sign in but there is no pathway to the Community forum.

      Although it signs me in it says I have no O2 products and doesnt let me add them. It states they are assigned to another account which is true i.e., my O2 account is linked to my Blueyonder email, but it wont accept that email.

      I have deleted cookies, tried using another browser, another laptop, the O2 App. But my problems exist everywhere!

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team (Retired)
        6 months ago

        Hi jimgironde 👋.

        Thanks for reaching out to us, sorry to hear of the issues you are facing with the Single Sign On (SSO). One of our Community members managed to successfully register and link any and all accounts via this method 👉 Register.

        Let us know how you get on. 

         

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    I've just registered for the O2 Community with a "throw away" gmail address.  Yes, it does ask you to create a VMO2ID, but using the gmail address just created.  It then goes through verifying and backup email etc. but eventually it will setup another "throw away" VMO2ID.  Signing on with this email allows access to O2 and the Community Forum.

    Having said that, it is the most obscure, obtuse work of a twisted mind to setup a simple login to get to a Community Forum. 

    • jimgironde's avatar
      jimgironde
      Dialled in
      6 months ago

      I wish I could do that but I also have the problem that others report i.e., despite deleting cookies it auto remembers log in, so I cannot create another account just for O2 community. This is the same for 2 laptops, different browsers and mobile App.

      So when I hit the link to register for O2 community, it doesnt allow me to register, it simply logs me into VMO2 via verification link. But as stated before, it doesnt recognise any O2 products I have because they are associated with my Blueyonder email address and not my VM email address.