Forum Discussion

bugiuu's avatar
bugiuu
Settling in
5 days ago
Solved

Virgin Media account not linking

Hello, I had my Virgin Media account for my broadband. I took on an o2 sim as part of a deal. I created a VirginmediaO2 account I believe and whilst I can access my o2 account just fine, I can’t access my VM account anymore and it logged me out of the app.

this is what it says when I try to log in:

 When I click on link your virgin media account the screen goes blank for a minute landing on this page ultimately:

Can someone guide me on any troubleshooting?

Thanks!!

  • Robert_P's avatar
    Robert_P
    5 days ago

    Hello bugiuu

     

    Sorry to hear of the VMO2 ID issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    We have specific help here with a section at the top for VMO2 ID help, for linking accounts it advises the following:

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account

     

    Follow the on-screen instructions, these are usually best done via a laptop or desktop device as opposed to a mobile. Let us know if this helps?

6 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    5 days ago

    Hello bugiuu

     

    Sorry to hear of the VMO2 ID issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    We have specific help here with a section at the top for VMO2 ID help, for linking accounts it advises the following:

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account

     

    Follow the on-screen instructions, these are usually best done via a laptop or desktop device as opposed to a mobile. Let us know if this helps?

    • bugiuu's avatar
      bugiuu
      Settling in
      4 days ago

      FYI. This worked for me however only from the laptop 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        4 days ago

        Thank you for the update bugiuu Can you let us know what happens when trying to log in on other devices? Do you get an error message?

  • czure's avatar
    czure
    On our wavelength
    2 days ago

    After constant errors & failure to access my Virgin account I finally linked accounts, BUT ONLY AFTER A LOT OF MESSING AROUND & much wasted time. Had no issue logging into My-o2 but this linking problem was blocking me from logging into my Virgin account. O2's support wasn't able to resolve the issue however because it's Virgin who've stuffed it up.

    QUICK SOLUTION. To save anyone reading through all my ranting below WAS TO DO THE SIGN IN + LINKING ON MOBILE. Still done via Chrome with all same Extensions, settings, etc as on my laptop BUT this time it successfully linked. Was then able to sign in without issues via Chrome on laptop.

    Rant time. After trying & repeatedly failing on same laptop & home network always used via Chrome with all usual extensions & settings (that still work perfectly for all other accounts & site sign ins) I then refreshed Chrome, disabled everything possible, cleared cookies but allowed 3rd party cookies for all Virgin & o2 websites, login screens & linking pages etc but still had no joy. Then I tried Incognito mode just to be certain nothing was interfering but still got the exact same failure!!!

    It was only after wasting my time trying the above that I decided to give it a go on my mobile phone & thankfully it worked & saved me going through the **bleep** poor nightmare of trying to get in touch with support, let alone getting help from them.

    This whole link process is one huge pathetic joke & a disgrace after decades of having no issues signing in to Virgin, why folk like Virgina keep screwing with things that weren't broken is baffling as it ends up with yet another huge backward step for users.

    Virgin please note- LINKING SHOULD BE OFFERED AS SOON AS A CUSTOMER JOINS VOLT & GIVEN AS AN OPTION AT TIME OF SIGNING UP. That way if there's any issue it can be sorted by the agent involved at point of sign up, customers can still be given the option to not link, or to unlink at any future point should they wish or need, but wasting folks time forcing them to search high & low for support is a disgrace!