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Steve-0's avatar
Steve-0
On our wavelength
9 days ago
Solved

Unable to log in or contact a human

I tried to log in to myvirginmedia as usual however I was slapped in the face with a hideous new VM/O2 branded page and I can no longer even log in. 

When entering my email it prompted me to register again, I selected the passkey option as this seemed easier and allegedly more secure, however now I can't login at all now. Nothing works. I can't contact anybody, the form requires me to log in, and the abhorrent automated phone system keeps hanging up on me. 

All I wanted to do was change my direct debit and the entire website is just broken. There was nothing wrong with it before!

I can't log into the app either. I have an account recovery code but no option to use it anywhere. 

Has anyone else had this issue and actually managed to access their account?

Can someone from VM message me on here to get my account back as this seems to be the only place left to contact you. I hate this VM/O2 branded site, on top of its lack of functionality it's just plain ugly!

  • Steve-0's avatar
    Steve-0
    2 days ago

    I've managed to work around it by starting the registration process again with a different email address, this time using a password instead of a passkey, and then transferring my account over to the alternative email address. The issue seems to have been caused by an incompatibility between VM02 ID (or whatever it's called now) and Bitwarden password manager, hopefully the devs can fix this at some point.  

2 Replies

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

    Hi Steve-O 👋 Welcome to the community forum! Thanks for posting. Sorry to hear about your difficulties accessing My VM following the merge with My O2 last week. 

    Thanks for trying to set up secondary security, and complete registration with the new site via the Pass-key - sincerest apologies that this didn't work for you! We appreciate this must be frustrating. 

    What happens now when you are trying to login? 👉  virg.in/myVM - If you can please let us know the error code or message you are getting, we can then move forward with troubleshooting from there. 

    Thanks for your patience in the meantime! 🌞 

  • Steve-0's avatar
    Steve-0
    On our wavelength
    2 days ago

    I've managed to work around it by starting the registration process again with a different email address, this time using a password instead of a passkey, and then transferring my account over to the alternative email address. The issue seems to have been caused by an incompatibility between VM02 ID (or whatever it's called now) and Bitwarden password manager, hopefully the devs can fix this at some point.