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Alwo's avatar
Alwo
Just browsing
9 days ago
Solved

Unable to link VirginMedia o2 ID with VM account

Like many on here i am facing the same issue. Unable to setup my VM account due to email issues. I used same email for both setups but for system is unable to link them up. My account has been activated, I've called up customer service and they have been unable to resolve. Ticket has been escalated to IT, but been told could be 5-6 working days to get back!

Horrible first experience with VM.

  • Alwo's avatar
    Alwo
    3 days ago

    Solution that has worked for me and others 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. 

    Credits to JSladen

12 Replies

  • hellojaytee's avatar
    hellojaytee
    Just browsing
    9 days ago

    It seems there's a lot of us with exactly the same issue unfortunately...

    • georgiedav079's avatar
      georgiedav079
      Just joined
      9 days ago

      I'm glad I'm not the only one experiencing this problem, it's very annoying. I have only used one email to set up my account and billing.

      Hope its resolved soon...

  • Alwo's avatar
    Alwo
    Just browsing
    9 days ago

    With so many people unable to access accounts, inconvenience caused and overall poor experience for new customers I think we should expect some sort of compensation. Will be forwarding this to social media for more exposure. Sure others will agree on X. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      8 days ago

      Hi Alwo, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having this issue. You mentioned this has been referred to the IT team already so there is nothing more we can do from here I'm afraid. Just so you're aware, I'm afraid there is no timescale on when the IT team will pick this up however once they do, they be in touch with you directly. 

      Apologies once again for the inconvenience. 

      Many thanks,

  • Alwo's avatar
    Alwo
    Just browsing
    8 days ago

    Do you know if this issue have been resolved for other new customers on an individual basis via the IT team? Or is this a wider system issue which needs a broader solution that could take much longer to fix? 

  • Alwo's avatar
    Alwo
    Just browsing
    8 days ago

    What i am most annoyed about is why has Virgin Media not made this wide spread issue public knowledge? Does keeping it quiet and not acknowleging there being a problem make you not liable for any compensation? If you were just open and honest about the issue it would help with the frustration we as customers are experiencing. 

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      8 days ago

      Hi Alwo 👋

      We do appreciate that there have been a number of teething issues as a result of the changes to My VM / VM02 ID this past week - with an array of slightly different scenarios which we are having to investigate and raise individually. We know it's not been ideal! Please rest assured we have fed this back internally. 

       We'd like to sincerely apologise for any frustration or inconvenience caused. The team behind the scenes are working hard to put in fixes with the platform itself, in addition to fixes en-masse, and with individual cases. Thank you for your patience in the meantime whilst we do our best to offer support with customers on a case-by-case basis. 

  • PhilA4's avatar
    PhilA4
    Just joined
    8 days ago

    I spent 2 hours on the phone with them today and still not resolved. A ticket has been raised but totally ridiculous they can’t sort this. I have an old email address from years ago that was supposed to be updated by them but when I now sign in it asks for email verification to an email address I can’t access. I used to just enter a password but now it goes in a loop trying to connect my Virgin to my O2 account. Can’t access Sky Sports app. TV app or even my account to see bills etc. total shambles of a company. Should be ashamed of themselves. Don’t know what customer service is.

  • Alwo's avatar
    Alwo
    Just browsing
    8 days ago

    So, another day of more frustration. On the phone again today with Virgin media customer service to try and resolve this issue. The situation has gotten worse now that my account has been locked due to multiple failed attempts at linking my vmo2 ID with new virgin media account. 

    During my phone call i gave authorization to the CS agent who apparently could loggin to my account from their end and register my Virgin Media account. Somewhat doubt it as the VMO2 ID sign-in still shows my Virgin Media account not linked. Again, they have raised a ticket and told me it will take 5 working days for someone in their IT team to respond to the ticket. This conflicts with what moderator said in earlier post above that there is no fixed timeline for the IT team. 

     

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

      Once again we're sorry for the inconvenience caused Alwo,

      Feel free to pop back here in a few days if you need an update on the IT ticket.

      Alex_Rm

  • Alwo's avatar
    Alwo
    Just browsing
    3 days ago

    Solution that has worked for me and others 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. 

    Credits to JSladen