Forum Discussion

Charming's avatar
Charming
Tuning in
15 hours ago

Still unable to Link Virgin Media account since new Sign-in process introduced

A long time VM customer everything was working all fine... until Monday 14th July 8am when this was introduced without prior warning! New windows introduced, chopping and changing, willy nilly, throughout that day. Only made worse when Customer services & Complaints team were clueless as to what was going on.

Anyway, cut a long story short... right now (Fri 1st August, can't access any VM stuff on laptop), trying to Link Virgin Media account, after entering correctly the Account holder's last name, Account number and Area reference number - the system FINDS my VM account, I then confirm the address related to that (call this X say) BUT the next screen says it's going to send an approval of account transfer verification email to address (X???) - I CANNOT access it because domain does not exist HOWEVER I have been using this okay as a USERNAME to login to my VM account for years prior to the 14th July. Why has the system not sent this approval of account transfer verification email to my registered @ntlworld.com address (where all my emails come in & out okay) behind my USERNAME login (X)???

Absolutely abominable this - gotta be the worse customer/complaints service I've experienced in my entire life!

Any ideas or a resolution, please?!

(P.S. Can't even connect to my @ntlworld.com account via a client program because there appears to be a password on it too!)

account
email
ntlworld

11 Replies

    • Charming's avatar
      Charming
      Tuning in
      13 hours ago

      Did have a look and try this before BUT finds my existing VM account - it doesn't give an option the change Username login address (just Reset Password) unfortunately!

  • Charming's avatar
    Charming
    Tuning in
    14 hours ago

    It should be a trivial fix here - the system should be sending the approval of account transfer verification email to the registered email address, @ntlworld.com of my Account number, and nowhere near my Username login, I reckon!

    • Charming's avatar
      Charming
      Tuning in
      13 hours ago

      Is it just me, somewhere behind the scenes must be a place that stores the Username login address (with password) and another place which stores my registered ntlworld.com address. These 2 addresses could be identical (highly likely) or they could be different. Which is more reliable for emails coming in or out etc. - the registered one, of course!?

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        25 minutes ago

        Hello Charming,

        Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online account at the moment. 

        I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • Charming's avatar
    Charming
    Tuning in
    14 hours ago

    Correct @legacy1 with a Gmail address! There was no password box back then as there is one now!

      • Charming's avatar
        Charming
        Tuning in
        14 hours ago

        Strange, didn't encounter that page, it was one of those new VMO2 screens with only just a box for the new VMO2 ID to be entered back then!

  • legacy1's avatar
    legacy1
    Alessandro Volta
    14 hours ago

    It seem most people with a virgin.net or ntlworld.com email are having this problem from what I can tell.

    Did VM tell you some time back to setup a 3rd party with Gmail or the like to be the main login?