Forum Discussion

daij's avatar
daij
Just joined
5 months ago

Not being able to log into my account

Three weeks ago I went through the process to register, verify and link my Virgin Media account to the above new Virgin Media O2 ID. I was unable to do so. I have not been able to access my account or emails on my phone or through the app since. The message I end up with is that you do not recognise my account.

Three times I have contacted tech support by phone and three times I have had no luck with them. I have been passed on to the second layer of support but they have been unable to help either.

I am waiting for a call back but I'm not confident that I will received one as I was promised this the first time I called, and never received one.

Having no email on my phone is causing me issues. Will there be compensation for this lack of service?

I can see that I am not the only person on this forum still having this issue.

Is this an O2 issue or a Virgin issue? 

1 Reply

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  • Vikki_M's avatar
    Vikki_M
    Forum Team (Retired)
    5 months ago

    Hi daij,

    Thanks for your post and welcome to our community.

    We're sorry to hear you can't access the online account. 

    Could you expand please on what happened when you tried to set your Virgin Media O2 ID?

    What do you see now when you try to sign in?

    Please send us a screenshot of any error message.

    Please pop back to us when you can.