I have had this ongoing problem since July 2025 in that I cannot log into my Virgin/O2 account.When I try to log in I click on the sign in link then I enter my email address as asked, then it says an email has been sent with a link. The problem is that I never receive the email it says has been sent. I have checked my spam folder, deleted folder and every other folder there is. I have checked my Gmail settings to make sure the email isn't being blocked or filtered out in any way, I have even disabled my ad blocker just in case that is doing something. I have also double checked that my email address is correct, and have noticed that I do get my monthly bills emailed to me. So the email address on my account is definitely correct, although I cannot view my bills because of the same problem.I only noticed this problem when I tried to take advantage of an upgrade offer I received via text message.I have phoned Virgin support on numerous occasions about this and have been told on three occasions that my problem has been escalated and I will receive a phone call from technical support, but I have never received a return phone call from anyone.Unless someone can help with this problem I am ready to cancel my contract early without penaltyaccording to Virgin's adherence to Ofcom Broadband Voluntary Code of Practice (failure to fix a problem)If I am in the wrong place for this message please let me know where I should publish this message.

Thanks. I have now sent my complaint to the communications ombudsman with details of the issue. I really don't think I can phone customer support again just to go through it all again in an exhaustively long phone talking to people who clearly don't know they are doing. And then to be told again that it will be escalated to IT. This just shouldn't be happening.

If you can’t access your account for months on end, and VM can’t fix it in a reasonable amount of time, then why would the customer be penalised for the account being cancelled?I spoke to a rep from the Communications Ombudsman today, and they had some concerns around this.For example, you might need to access your account to change your password if you had security issues. We can’t do that.Also, the VM website advises customers to sign into their account to see updates to complaints they’ve made. The Ombudsman had concerns about that too, We can’t see those responses because we can’t log in.

Each time I have been told that my issue has been escalated I have been told I would be phoned back within 7 days.Regarding your comment This would also not warrant cancelling an account penalty free either.I have spoken to Citizens Advice about this, and have been assured that I can cancel my contract if Virgin have failed to fix the problem. So please don't threaten me with cancellation penalty fees. This problem has been ongoing for over three months now without Virgin Media doing anything to fix my problem. I would say good luck trying to enforce a penalty charge, and I would happily go to court to argue my case. Having said that as this problem has persisted for more than 8 weeks I have put a complaint to The Communications Ombudsman, and I will wait for their reply. If my issue gets fixed before this time I will have no further complaint and will continue with Virgin Media.I would like to keep this communication friendly and without you trying to scare me with penalty charges. I am a customer who has been completely failed by Virgin, and I just want the problem fixed. It really shouldn't be so hard to do this, and I am entitled to better service than this

If it’s been more than 8 weeks since you first raised the issue with VM and it’s still unresolved, you can ask the Communications Ombudsman to take on your complaint.Its almost certainly breach of contract because accessing your account is part of a service you’re paying for.

Hey Casper57, thank you for reaching out and we are so sorry to hear about your account issue. We understand this is very frustrating, are you getting any recent error messages? To confirm have the team raise an IT ticket? This means it has been escalated to IT. Once it goes to IT this would be out of our hands whilst they investigate and fix this issue. Cheers

Unable to log into my account | Virgin Media Community

17 Replies

Casper57
Tuning in
2 days ago
You clearly did not read my reply. There should be an IT ticket raised, at least that is what I was told the last time I spoke to customer services. I have no idea if the the IT ticket was actually raised though, but that was the third time they said my issue had been escalated to IT and I would receive a phone call back. I have not received a phone from IT for any of the apparent IT escalations. I have no idea how I would check if IT tickets were actually raised each time, presumably any IT tickets raised would show in my account (which I have no access to)
The last time I spoke to customer services was on or around 21st/22nd August I cannot be completely accurate on the date because I used my Virgin landline phone and cannot view the phone calls on my account (again because I cannot sign in to my account) I am not sure how many times I have spoken to customer services, but it is more times than the three times IT escalation have been raised. Each time I have spoken to customer services it has been an exhaustively long call trying to explain a problem that they clearly do not understand. That is why I have not phoned again since 21/22 August, and I really feel that I do not want to have to go through it all again if I do phone. Regarding the three IT tickets they say they have raised, can't you check to see if they ever actually existed.
I cannot help thinking that customer services are simply not following through with the IT escalations once they have ended the phone call. Please tell me who I should contact other than customer services to get this issue resolved. I am already looking at other broadband providers with the aim of cancelling my contract without penalty due to Virgin's own clear breach of contract regarding their failure to fix this problem, and I have also now sent my complaint to The Communications Ombudsman for them to look in to.
- John_GS
  Forum Team
  2 days ago
  Hi Casper57
  
  Thanks for coming back to the thread. When a ticket is escalated with IT, this is because it's out of their normal 3-5 working day fix time. What it does also mean however, is that the issue is more complex to fix, so there's then no estimated fix time and IT would then contact you when there is an update/fix. This would also not warrant cancelling an account penalty free either. I will send you a PM though to formalise this for you.
  - Tony_
    Up to speed
    6 hours ago
    You know... what I have learned today is the term “escalation” in VM is absolutely meaningless.
    When I worked in a corporate setting if an issue was “escalated” it meant that it had a priority and a resolution/fix or whatever was needed and had to be done "now"... and failure to resolve it would mean that senior managers would be instantly involved wanting to know the reason why.
    VM have redefined “escalation” to mean it’s not really important any more... We haven’t been able to fix it in five days so it don’t matter. Just throw it on the pile. No manager to worry about … no timescales to adhere to… No progress report to make… No-one has to “own” the problem or be responsible for it.
    It’s only a customer!
    Tony_
Tony_
Up to speed
3 days ago
Hi Casper57
I am in same boat... no access to account since July…
I have made a complaint to OFCOM… But I agree with JPL8 that you need to put a case to the Communications Ombudsman (I am in the process if doing just that).
Just to let you know that I have had my login problem passed to IT and/or escalated … and was assured of a return call … twice actually… only to find out that the first ticket had been closed because of a “misunderstanding with nature of the problem” and then the second ticket closed for an “error with the email address”… whatever all that means!
I now have another ticket open which forces me to call CS every few days not just to check for an update (not that I am expecting one), but to ensure it remains open maybe until the ombudsman can investigate.
Tony_
- Casper57
  Tuning in
  3 days ago
  Thanks. I have now sent my complaint to the communications ombudsman with details of the issue. I really don't think I can phone customer support again just to go through it all again in an exhaustively long phone talking to people who clearly don't know they are doing. And then to be told again that it will be escalated to IT. This just shouldn't be happening.
Matthew_ML
Forum Team
3 days ago
Hey Casper57, thank you for reaching out and we are so sorry to hear about your account issue.

We understand this is very frustrating, are you getting any recent error messages?

To confirm have the team raise an IT ticket? This means it has been escalated to IT.

Once it goes to IT this would be out of our hands whilst they investigate and fix this issue. Cheers
- Casper57
  Tuning in
  3 days ago
  I have had this problem escalated to IT three times. At least that's what I have been told by customer support agents on previous phone calls, so I assume IT tickets were raised. I have no way of confirming these IT ticket escalations as presumably any IT tickets raised would show in my account, which I cannot log in to. I know... it's crazy isn't it.
- Casper57
  Tuning in
  3 days ago
  I get no error messages, I just don't receive the email link to log in.
  
  During phone calls to customer support they have confirmed that the email they have is correct, and also the contact phone number is correct, so there is no excuse for me not getting a phone call back from the 3 times they say it has been escalated.
  
  This problem only seems to have started after linking my Virgin and O2 accounts.
  
  Before linking the accounts, I could sign in to both accounts without issue.
  
  everyone I have spoken at customer support clearly does not understand the problem. They keep trying to say it's an email account problem, which it isn't. I was even told by one support agent that it was a known issue that they are dealing with. I receive all other emails without any issue. And as I have said I still receive my monthly Virgin and O2 bills to the same email address which is [personal details-REMOVED]
  
  So the email address saved to my account is definitely correct
  
  I have now put a complaint into the Communications Ombudsman so if it is going to be fixed it needs to be fast, I am also ready to cancel my contract early (without penalty) due to Virgin not fixing the problem which has persisted for over 3 months.
JPL8
Rising star
3 days ago
If it’s been more than 8 weeks since you first raised the issue with VM and it’s still unresolved, you can ask the Communications Ombudsman to take on your complaint.
Its almost certainly breach of contract because accessing your account is part of a service you’re paying for.
- Casper57
  Tuning in
  3 days ago
  Thanks for the advice. I have now contacted the Communications Ombudsman and provided details of my issue. Hopefully I'll get a reply soon.
  - Matthew_ML
    Forum Team
    3 days ago
    Thank you for this update.
    
    However did you see our reply?
    
    Can you confirm if there is an IT ticket raised or not please?

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Unable to log into my account

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