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SteveStacey's avatar
SteveStacey
Tuning in
7 months ago

Unable to log in to VM account

Hi

Firstly, not sure if this is related to the issue about creating single VM idea to log into the VM/O2 accounts.if it is, apologies as haven’t needed to access VM account for over a year. 

Gist-we took over the account following death of father-in-law last year. (Mother-in-law receiving BB and phone service but not able to cope as account holder)

I was logged into app for months and able to check payments, services etc. Tried this week, and had to log back in.. When we enter email address (correct) and verify, we are invited to create a new password. Is that right? If we create a new password, we still have to re-enter email and rinse, repeat. Just going around in circles.

Can you advise how we get access to VM. (App or web)

Thank you.

6 Replies

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    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      7 months ago

      Hi StevesStacey 👋 welcome back to the community forum! Thanks for posting. 

      Sorry to hear you are having some difficulties accessing the VMO2 online account! My VM merged with My O2 a few months ago to create VMO2 ID. You will have needed to complete registration to finish accessing the account 👉  virg.in/myVM

      Sorry to hear you've got caught in a loop whilst trying to complete this process! I will send you a PM to confirm a few details and see if we can get it sorted! 🤞 Please keep an eye on your Inbox 📩 in the top right corner of the page. We can return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

       

  • SteveStacey's avatar
    SteveStacey
    Tuning in
    7 months ago

    Sorry, my update post didn’t show.

    Being helped by a mod but think she’s off presently. I’ve linked my VM account to the VM O2 log in using the VM app. Do I need to use those credentials to log into the O2 app, or do I have to separately “link” as I did with the VM app? 

    Just getting confused as our O2 account had a different log in. Not sure how the single log in applies in our case.

    Thanks