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damo_uk23's avatar
damo_uk23
Dialled in
7 days ago

Unable to connect to my account

Hey,

I am unable to connect to my account on Virgin Media's website. If I try to talk to Customer Service, they don't believe that I have a problem and are very rude (although, as I have a speech defect, I am not keen on chatting to them over the phone as it sends my anxiety up through the roof and they will refuse to give me an email where I can show them the following screenshot). Could anyone here tell me what's going on? This issue has been going on for months.

This is the screenshot that I see, and the sidebar shows that I've logged in, but I get the message.

The browsers that I've tried it on are Brave, Brave Private, Edge, Firefox, a friend of mine's browser, and Tor. All of them give me the same issue.

account
complaint
Help

2 Replies

  • damo_uk23's avatar
    damo_uk23
    Dialled in
    7 days ago

    Hi @Daniel_Et

    I've only got a laptop and I use the My Virgin Media App on my phone. The app is okay, but the website? Well, that's temperamental. It stops working every two weeks, and the CS team always say that it's fixed. As you can see from the screenshot, it isn't. I am behind a VPN, but it doesn't work even when I turn that off. Sorry for the rant, but I thought that you may need slightly more information regarding the issue.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    7 days ago

    Hi damo_uk23, thank you for your post.

    We're sorry to hear about the issue you're having and the poor experience you've had when speaking to the team.

    Just to confirm, are you experiencing the same issue across numerous devices? Furthermore, are you also unable to access your account via the My Virgin Media app?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel