Forum Discussion

richard49's avatar
richard49
Up to speed
2 months ago

Virgin Media Account - Can't sign In?

Went to my virgin Media account page today and it was asking me to link my account with my Virgin O2 account (didn't know I had this account) so did so; I've been going around in circles ever since and now can't sign in at all.

Now I can't access the Virgin Media website at all as it's telling me I've tried to log in too many times and the webpage isn't available to me anymore!

I must say that anything to do with signing in to virgin Media is the most confusing set-up I've ever come across; other website, usually, give you the option to re-set everything but not with virgin.

I can't even email virgin Media as they don't want us doing that even though it might save them, and me time.

I used to teach IT at college and I'm having serious problems; how does any 'normal' person deal with the problems that Virgin Media throw up?

So frustrated right now!!!! 

18 Replies

  • richard49's avatar
    richard49
    Up to speed
    2 months ago

    I'm having the same problem as everyone else in that Virgin Media wanting me to link an O2 account I never knew I had has now resulted in me being unable to log in at all.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hello richard49

       

      Sorry to hear of the signing in issues experienced, we appreciate you taking the time to raise this with us via the forums.

       

      Can you expand on what happens when you try to sign in? Do you get any error messages at all? Have you 'Verified' the VMO2 ID? We have this help page specifically for VMO2 ID issues.

      You’ll need a Virgin Media O2 ID to manage Virgin Media services online. It replaces signing in to sites like My Virgin Media or My O2 with two different sets of sign in credentials.

       

      This way you’ll only need to remember one set of signing credentials to access all your Virgin Media and O2 services. Our Virgin Media O2 ID is backed by the latest security methods, like passkeys, making your online experience safer and more secure.

       

      When you sign in to the Virgin Media and O2 online spaces with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device. 

      • richard49's avatar
        richard49
        Up to speed
        2 months ago

        Robert, when going to My Media page on virgin I get the following message...

        "We can’t find your Virgin Media account.

        As you’ve made too many attempts, please try again tomorrow (from midnight tonight).

        Remember to check your details, as you’ll need to enter them exactly as they appear on your bill.

        If you need help, contact us to chat to our team."

        This is the first time today I have attempted to log-in so how I've managed too may attempts I'm unsure about.

        The whole process has gotten too lengthy and complicate when it doesn't need to be; keep it simple!

        I've now given up attempting to log in as I've got better things to do with my life!!!

  • Revans0718's avatar
    Revans0718
    Tuning in
    2 months ago

    I am also having this issue. I called VM about 3 weeks ago and they put in an IT ticket. I have had no response. It’s ridiculous. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hello Revans0718

       

      Sorry to hear you're also experiencing issues, we can see you have spoken to the team in last few days and a ticket is currently open and assigned to the relevant team. Once there is an update on this they will be in touch.

      • Revans0718's avatar
        Revans0718
        Tuning in
        2 months ago

        Yes, that’s what they keep telling me, but this problem has gone on too long. I can’t even log in to view my bill. I have tried logging in on different browsers, clearing cashe, etc with no Any advice you can offer while I wait for IT?thanks 

    • Geraldine3's avatar
      Geraldine3
      Tuning in
      2 months ago

      same here I’m on my second ticket as they said the first one was resolved and it wasn’t 

  • lizward's avatar
    lizward
    Joining in
    2 months ago

    Same here.  I didn't want the new O2 account details, all i want is to be able to sign into webmail like I used to.  Impossible to get hold of a human being!!

  • Bouedo44's avatar
    Bouedo44
    Tuning in
    2 months ago

    I've been having similar problems but I've also moved house so they have given me a new account number.

    I have been trying to get help from this forum (no joy going straight to VM) but now I'm hitting a brick wall here too! 

    They want my memorable word which I don't remember - then they wanted other secondary data instead - but they want the date of my next statement but as I have never had one yet they can't help me! I so wish I'd taken  moving house as an opportunity to move away from virgin media all together!

    It would appear to be a fault in their systems if so many folks can't get inti their accounts.

    The app just asks me to sign in, then it says it's using virginmedia.com as a log in then I press continue and it takes me back to a sign in page. I have no joy on the website either.

    I am due compensation and a refund of fees charged but I have no way of checking if these have been actioned as I can't see my account. 

    I'm sure if I cancel the direct debit and the first payment bounces they'll get in touch with me pretty sharpish!!!

    I guess I'll have to go to the ombudsman now as I can't get anywhere using all the methods I've tried. 

     

     

    • Revans0718's avatar
      Revans0718
      Tuning in
      23 days ago

      I experienced all of those issues too! I did go to the ombudsman, and although they were not able to fix the problem, there was a small compensation given. However, I am still not able to log into my bill.

  • richard49's avatar
    richard49
    Up to speed
    2 months ago

    Got there in the end but what a complicated process of going around and around; so unnecessary.

      • Akua_A's avatar
        Akua_A
        Forum Team (Retired)
        23 days ago

        Sorry to hear your issue is ongoing Revans0718. We would be happy to look into this for you and chase the work done by IT. To do so, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,