Unable To Access Account Settings Or Service Status

Hi holty88 

Welcome to the Community Forums. 
Sorry to hear of your concerns with accessing the account settings and Service Status page. 

Are you using a VPN at all when trying to access these pages? 

Hi,

Is there any update on this?

Thanks.

I wanted to keep this thread updated, as I’ve seen multiple similar threads but the trail seems to go cold when it goes to DM.

The following happened via DM on Friday 14th and Saturday 15th:

• I was asked “do you have any screenshots of this and have you tried multiple devices?”
• I confirmed I had tried multiple devices and browsers and provided screenshots
• I was asked “can you please try something for me and delete all saved pages, passwords history cache and cookies and login details from your laptop and search for Virgin Media login using the search browser Bing and then log in and see if that has any change or effect on accessing your online account.”
• I replied with “I’ve tried that and I’m still getting the same error message. I do not believe this is a problem on my side, I believe it is on Virgin Media’s side. There are countless threads on the community with people facing the same issue but none ever have a solution posted! Can this be investigated by an IT or technical team?”
• I was told “Thanks for clarifying this, it's a procedure that we are to ask customers before taking this to the next step. A you have given images and completed this we have passed it onto the team who are investigating this as you fall under the criteria they are looking for. The threads that are on the Forums do not always fall under the same issue as yourself once we bring them in for a private message.”
• I asked “Any idea how long it might take for it to be looked into?”
• iI was told “That is the only answer that I do not know, we know a number of customers are affected that fall into the criteria and is being worked on by IT and it is currently affecting new customers only. As soon as I get an update on this we will have instruction or guidance for the next steps and pop you a message back 🙂.”

So I’m now in the hands of Virgin Media’s IT team with no time frame on a solution. I’ll keep this thread updated when I hear something back and hopefully I can share some information that may help others in the future.

I chased this up on Saturday and I’ve been told “Apologies. We still have not yet received an update from IT for those customers who are affected, this has been escalated and have requested an update.”

I’ve replied back confirming I’ll be escalating it further myself, if I don’t hear back within another week. That will be have been a month since I activated my services. I don’t think it’s acceptable that I (or the countless other customers) should have to wait that long (or probably longer in other customers cases), especially with no timeframe given for a resolution. It’s clearly a widespread issue and Virgin Media just don’t seem to be taking charge of it.

I’ve now been told “There would not be a path for you to escalate yourself, it's an issue that is affecting several customers and follows our own internal escalation process. We can only provide the information that we have available to us at the time of when it is requested”.

Just asked for an IT ticket / reference number and have been told “Apologies that is not possible, it is an internal reference number that is being used for the customers who are affected and is not an individual number. ”

I have this exact issue, and nobody seems to be able to give me an answer as to what's happening to rectify it. Meanwhile Netflix are charging me for my account even though it's supposed to be linked through Virgin after leaving BT. I've been assured multiple times that I'll get my activation email, or that I should be able to access my account after 24 hours (I'm pretty sure this is just to fob you off for another day).

One person was adamant that changing my VirginO2 ID email and resetting the password would fix it. It didn't. 

I've had 3 emails now saying my contract has changed where they've removed Netflix and re-added it, presumably to try a fix.

I randomly decided to try the My Virgin Media & VM Connect Apps this morning. To my surprise both are now working! I never received any further contact or update from Virgin Media.