Forum Discussion

Tony_'s avatar
Tony_
Up to speed
12 days ago

Unable to access Account

In response to the MOD Team Moderator posting of two days ago suggesting that the issue with new O2/VM is resolved... I am still having issues.

I went through the new login process and it seemed to work (this was on Monday) but when I logged in later that day my email address was rejected.

So...Using a laptop... with just webmail... I put in my email address and it thinks about it for a moment and throw me back to the virgin home screen.

If I clear the cache... use a different browser I get the same result. It is rejecting my email address and I get no further. I have tried three different browsers. I get the same rejection.

I tried a different laptop. the same thing happens.

I tried putting my email address into the My Virgin Media app on my phone. It thinks about it for 2 or three seconds and then flashed back to the sign in screen.

I have on occasion (and it is just occasional) got a message to say that  there is an issue with the account and quot.es an error IDF-12B.

Tried logging in today. Same rejection with my email address.

So I am still unable to access my account...my emails or  O2

Tony_

19 Replies

  • Tony_'s avatar
    Tony_
    Up to speed
    6 days ago

    Problem is that VM are not exactly too keen to provide updates... Neither are they too keen to get their operatives or  IT support to ring back after they have promised to do so... Neither are they too accurate in their forecasts on resolving the issue... (which varies on who you speak to)... 

    If VM had perhaps done some better planning in introducing this new log in system (again no-one received any advance warning), then they would not now find themselves trying to resolve issues of their own making.

    So as I have said... they can have a break from me till Monday.

    Just think...If it weren't for people like me ringing them up they would not have a job!

    Tony_

  • Tony_'s avatar
    Tony_
    Up to speed
    7 days ago

     You know... I am not exactly inspired that it may take "a little while" to resolve... 

    Anyway... I won't be back on-line now until Monday... and then I will restart my phone calls to VM... 

    Patience is a virtue... Unless you have to deal with VM!

    Tony_

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      6 days ago

      Hi Tony_ thanks for your reply.

      We do appreciate this, but we do have to be honest in this situation. We would advise to not continue to call us for an update, as we've mentioned, this is quite a large-scale issue so we're aware of the impact and are hoping to resolve as soon as possible.

  • Tony_'s avatar
    Tony_
    Up to speed
    7 days ago

    Just about to ring VM with my daily rant about ‘bout the issue that I can’t access my VM account since they messed it up …. and try to get an update on my IT ticket...

    But …soon as I dialled 150  there was an automated announcement apologising for the problem with access to virgin account (and specified my postcode)…and their engineers were working to resolve the issue…

    Wow… Is that impressive?!

    (Well… actually – probably not that impressive)

    Probably just means :-

    1. They are fed up with me ringing (and calls from everyone else).
    2. The problems they have caused are above and beyond what they expected.
    3. Acknowledging that because they do have an issue with more that one or two customers they now need to (hopefully) actually try and resolve it.                                                                                                                                                                                                                                                                               Tony_
    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      7 days ago

      Hi Tony_ thanks for your reply here.

      If you have been given an IT Ticket number, then please wait until you hear a further update on the matter.

      There are many issues regarding the sign-on process so it may be a little while before we can resolve this, thanks for your patience. 

  • Tony_'s avatar
    Tony_
    Up to speed
    10 days ago

    After a brief call to CS this morning… (well it was actually a few hours, but insignificant in Virgin Media Time).. relating the sad story of how I can’t log in since last Monday…

    They agreed that there was an issue with my email address and passed me to their IT support (I didn’t know they had one!)…

    So… cut a long story short… after trying a couple of things…they also  agreed that there was an issue with my email address and have raised the issue with the main support team… And so now I have a ticket number and they will give me call when resolved…(now I know full well that I am never going to get a call - but at least someone is hopefully going to have a look at it and I have got past the stage of being told that there is a fault with my browser or the hub is too close to the kitchen or something)… At least a little step forward…

    Tony_

  • legacy1's avatar
    legacy1
    Alessandro Volta
    12 days ago

    I seem this error IDF-12B you need to clear cookies.

    • Tony_'s avatar
      Tony_
      Up to speed
      11 days ago

      Thank you for your suggestion. However I have  tried clearing cookies... tracking data ...browsing data... tried burning a joss stick... 

       I have tried 3 different browsers. I have tried a different laptop. 

      I know that clearing the data is working cos I then have to re-input passwords and reset cookies options.

      But... I get the same thing. It rejects my email address.

      If I try to log in to the app on my phone I get the same thing. It rejects my email address.

      When I set it all up on Monday it did seem OK.. It was when I then logged back in I found I couldn't. 

      I have managed to set up one of my  secondary accounts with the new log in and that is fine.

      Perhaps the error code is a false message... maybe  it does not know what other message to display... or perhaps in some instances it is relevant to clear cookies etc .. but I have tried everything I know... and whatever I try ...it rejects my email address.

      It don't like me no more some reason!

      Thanks anyway

      Tony_

       

    • Splodgie's avatar
      Splodgie
      On our wavelength
      12 days ago

      Tried it dose not help, It's their mess up as none of my 9 devices can get into my account, and telling me it's sent a conformation email to six different addresses I supplied none ever arrived.

  • VeryUnhappy123's avatar
    VeryUnhappy123
    Just browsing
    12 days ago

    I have exact same issue and not got anywhere why do we not get any help on this

      • VeryUnhappy123's avatar
        VeryUnhappy123
        Just browsing
        11 days ago

        I have checked the website it is of no help whatsoever I'm afraid :  it simply flashes up The Auth auth server has returned an error for the auth request - access_denied - Authentication failed.&error=access_denied.   Helpdesk unable to help and it's been the same since Monday.  Endless loop back to login when it asks me for the email address once again.

    • Tony_'s avatar
      Tony_
      Up to speed
      12 days ago

      The help topics to which you refer are for standard issues... They are not relative to the problems that myself and other are experiencing at the moment. 

      The root of the problem is not with re-booting the hub or wait 24 hours and try again or try a different browser... or basic problems that the user can fix with a bit of tinkering... The issue is with the change that VM have made to the log in system.. and probably in my case (don't know about others) can only be rectified by someone with some IT knowledge (if that exists within VM) to reset my account or re-link  or unlock some vital switch.

      I am going to give it a rest now (I have wasted enough time already) and try again with CS on Monday... fully refreshed and ready to start again (I Don't Like Mondays).

      Tony_