Forum Discussion

Elele308's avatar
Elele308
Settling in
3 months ago
Solved

Unable to link Virgin Media account to VMO2

Hello,

I’m also a new customer and having the same issue as many others.

I am unable to link my VM account to VMO2 ID because the system thinks my email address is non existent. See screenshot attached.

My broadband is live and works well. I receive all emails from Virgin.

Can anyone help?

 

  • Alwo's avatar
    Alwo
    3 months ago

    Forum team will at best raise a ticket, solution from other members that worked is below:

    Go to Bing Search (yes, it has to be Bing), and search for 'Virgin Media Register', and look for the first non sponsored result, which should be titled 'Register My Virgin Media Account' follow that which manages to stay on the original Virgin Media Registration page. Setup your virgin media account there. Once that is setup try and go to the normal login which takes you back to the VirginMediaO2 linking thing, and set up/link again. 

16 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Elele308,

    Thank you for your post and we're very sorry to hear about the issue with your online account registering. 

    To confirm, are you using the email address you used when you joined us?

    ^Martin

  • Alwo's avatar
    Alwo
    Hanging out
    3 months ago

    Forum team will at best raise a ticket, solution from other members that worked is below:

    Go to Bing Search (yes, it has to be Bing), and search for 'Virgin Media Register', and look for the first non sponsored result, which should be titled 'Register My Virgin Media Account' follow that which manages to stay on the original Virgin Media Registration page. Setup your virgin media account there. Once that is setup try and go to the normal login which takes you back to the VirginMediaO2 linking thing, and set up/link again. 

    • Elele308's avatar
      Elele308
      Settling in
      3 months ago

      What can I say, Alwo, thanks so much - that worked! 

  • VM02-strokeby50's avatar
    VM02-strokeby50
    On our wavelength
    2 months ago

    This solution doesn't work if you already have a virgin media account registered and just want to link it to the (completely unnecessary) new joint VMO2 thing. Why couldn't it have just stayed as it was? I now can't access my account and can't get on sky sports on my devices. 
    I wish the customer service team would stop pretending it's being investigated too. 

  • VM02-strokeby50's avatar
    VM02-strokeby50
    On our wavelength
    10 days ago

    This ist still not sorted for me. Although the accounts are now linked, I still can't get sky sports on my app. Just get an error message.

    Get this - having logged a ticket serveral says ago and been told someone would contact me to update me (they have never once actually done this) I checked today and they told me the ticket had been closed. Why? Because apparently the problem has been fixed. The solution? Customer needs to download the app. You can't make this up. So their solution to the app not giving me access to sky sports is to download the app. I can't actually believe how bad these guys are. 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      10 days ago

      Hi VM02-strokeby50 

      Thanks for coming back to the thread. Sorry it's not sorted. What error message are you getting on the Sky Sports app please?

      • VM02-strokeby50's avatar
        VM02-strokeby50
        On our wavelength
        9 days ago

        Access Denied

        You don't have permission to access "http://oauth.id.sky.com/AK_PM_VPATH0/856922/288_Error.html" on this server.

        Reference #18.5cad1002.1758810495.51a1e50c

        https://errors.edgesuite.net/18.5cad1002.1758810495.51a1e50

        I've told your team this a thousand times. They also keep promising to call me but have never once called me. Makes it even more annoying when the complaints team start their emails with the stock phrase 'we've tried to contact you...' You haven't! You are lying! Again, again and again. 

  • VM02-strokeby50's avatar
    VM02-strokeby50
    On our wavelength
    5 days ago

    There is still no progress on this. What resulted from the private message was that another IT ticket has been logged. But who knows if it's still active. So far they have closed the ticket twice. First because they concluded that I just needed to download the app, second because they decided that I just needed to try logging in... 
    I was never told about these, obviously. I had to call up to find out. Oh, and Vikki_M informs me that they can't actually call customers anyway. At least this explains why they never call me (even though they promise they will). But it doesn't explain why their complaints team claim that they have tried to call me! 
    This is going to be a long, probably never ending, journey. 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      5 days ago

      Hi VM02-strokeby50,

      To clarify, we as community forum staff can't call customers and we can't arrange call backs from this platform. This is a digital platform only.

      We are happy to help customers here, but we can not call. 

      Other departments within Virgin Media have different processes and many can call customers directly. 

      If you have any questions regarding the IT ticket, please pop back to me via private message and I'd be happy to answer for you. 

       

  • VM02-strokeby50's avatar
    VM02-strokeby50
    On our wavelength
    3 days ago

    Still not fixed. Is the ticket still open? Can you give your 'resolutions' team a nudge to call me? I haven't heard from them in a long time and my complaint hasn't been resolved. Assuming they have the ability to make outbound calls (they claim they try to ring me so I presume they do...) then I would appreciate a discussion about it, given that this has been going on for over a month and it doesn't feel like we're any closer to a solution.