Forum Discussion

nicmarley12's avatar
nicmarley12
Joining in
23 hours ago

Incorrect email

 Have had a nightmare lately with the hub and cam connect as part of the reset I had to sign in using the virgin o2 set up? Once again it is asking me to link my accounts however it shows a partial Hotmail account and I don’t ever recall having one let alone in the last five years of being with virgin. How can I have this removed as I can’t link the account and then can’t use any of the apps as I end up in a never ending cycle of it asking me to type the whole email out (which I don’t know) and then access that email to approve the link! It also makes sense of texts I was getting off virgin telling me they knew the broadband had an issue and to check email for instructions on booking an engineer but I never got any of the emails 

1 Reply

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    4 hours ago

    Hi there Nicmarley12, we’re really sorry for all the issues you’ve been having, it sounds incredibly frustrating, especially with the apps repeatedly asking you to link an email address you don’t recognise. From what you’ve described, it looks like the problem is linked to the email associated with your account, which is stopping everything from linking properly.

    We may need to raise an IT ticket to get this corrected, but before we do that, could you share a bit more detail about what’s been happening?
    • When did this issue first start?
    • What exact message or error are you seeing when you try to link the account?

    Once we’ve got that information, we’ll be able to take the next steps and get this sorted for you😀