Forum Discussion

pineman's avatar
pineman
On our wavelength
27 days ago
Solved

Virgin Media O2 ID - Cannot Access O2 Website anymore!

I have an M4 Apple iMac using a Firefox browser and have linked my VM and O2 websites as instructed to access them both with a Virgin Media O2 ID operated by a passkey.

I can now access my Virgin Media website without a problem but when I click on the link on that website to sign in to O2 I get an O2 page that states ‘Oops. We can’t find the page you’re after’.

If I go direct to the O2 website to try and sign in there I get exactly the same result.

No matter what I do I cannot access my O2 website any more. Is it possible to unlink these sites and reset the linking process, or even use them separately like I have done for many years without any issues?

Edit 11:19 - I have been trying to change the security settings on the VM site to gain access but everything I try to alter/amend results in 'Sorry something went wrong - try again'.

  • pineman's avatar
    pineman
    21 days ago

    I did edit my last post but it has disappeared (as have other posts in this topic) 

    I don't know what's going on but all of a sudden everything now works as it should and I have access to VM and from there to O2 via the link. All of the settings on the VM site can now be edited. Maybe the technician found another way of curing the problem?

20 Replies

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

    Hi Pineman 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about your difficulties accessing My O2 since linking your account. 

    Although we are undergoing the process of linking more VM and O2 support services, this query is best directed with O2 - as the issue is with access to their My O2 platform. 

    O2 have their own version of community which can be found here 👉 https://community.o2.co.uk/ . 

    Or you can contact them via 👉 https://www.o2.co.uk/contactus  📲8002 from an O2 mobile or over 📞 0800 977 7337 from a landline.

    Hope they can help get it sorted for you! 🤞

  • pineman's avatar
    pineman
    On our wavelength
    26 days ago

    The Virgin Media website gave me instructions to link my VM and O2 websites, which I followed and having completed those instructions I now find that, although I can log into the Virgin Media website I can no longer access the O2 site, which worked perfectly before the instructions from Virgin Media.

    In an attempt to break the link I have tried accessing the settings on the Virgin Media website but if I try to edit anything I get ‘Sorry something went wrong try again”.

    You will note that everything I have done has been from instructions given on the Virgin Media website not the O2 website. It is the Virgin Media website that won’t allow me to edit the settings and it is the instructions given on the Virgin media website that now prevents me from accessing the O2 website.

    It’s no good blaming O2, Virgin Media created the link, so please can someone unlink or reset my access to Virgin Media and O2 independently.

     

  • pineman's avatar
    pineman
    On our wavelength
    23 days ago

    Is there any update on this fiasco?

    All I want is access to both my VM and O2 sites, independently or linked.

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

      Hi Pineman 👋 Thanks for returning and keeping the thread updated. 

      Within your My VM account do you have your O2 account linked? Does it show your O2 account information in your Settings > Identity & Security Settings > ID Settings > Manage your Products > O2 Account ?

      If so, then your account is linked. If not, please follow the steps to link your O2 account. There's a help page which may offer further guidance if needed here 👉 https://www.virginmediao2.co.uk/help/identity 

      Let us know how you get on! Thanks for your continued patience. 🌞

  • pineman's avatar
    pineman
    On our wavelength
    22 days ago

    I do believe that my VM and O2 accounts are shown as linked.

    When I access the settings on the VM website I cannot edit or amend them, I just get a pop up saying something went wrong.

    Can the link be reset?

    [MOD EDIT: Image removed due to containing personal information]

  • pineman's avatar
    pineman
    On our wavelength
    22 days ago

    Images posted without personal information:-

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      22 days ago

      Thank you for posting this.

      For the time being please try and access these websites through Bling, this should work for you. Cheers 

      • pineman's avatar
        pineman
        On our wavelength
        22 days ago

        Using the search engine Bing makes no difference. My browser is Firefox or Safari and VMO2 linked access doesn't work on either.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      22 days ago

      Hi pineman​ 

      Looking at your screenshots, is there another section below the Security Settings> Authentication methods on your account?  Mine also has a section titled, "Other actions" (screenshot below)

       

  • pineman's avatar
    pineman
    On our wavelength
    21 days ago

    Yes there is but the only one that works is the activity log and that just confirms that the link was carried out.

     

     

  • pineman's avatar
    pineman
    On our wavelength
    21 days ago

    https://accounts.o2.co.uk/openid/fmc/callback?sendTo=https%3A%2F%2Faccounts.o2.co.uk%2F%3Fcheckproduct%3Dtrue&error_description=Authentication+failed.&state=1238898601&error=access_denied#.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      21 days ago

      Thank you. Can you please try logging out and logging back in?

      If that doesn't work, you would need to call please so the team can unlink the accounts and you can try the process again.

      We're unable to do this via the forums. Please call on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.

      If you do have any further questions, please pop back to us and we'd be happy to help. 

      • pineman's avatar
        pineman
        On our wavelength
        21 days ago

        Thanks for your advice.

        Logging in and out didn't make any difference.

        I rang 150 and asked to have the accounts unlinked but, apart from it being extremely difficult to understand the technician, I think he wanted me to set up new email accounts and use them to reregister my accounts, or something like that. This is not an option as far as I'm concerned. The attempt to unlink my accounts was recorded as a failure.

        I don't realistically believe there is a simple solution to this issue and will leave things as they are for the time being. Thanks to all who contributed.

  • pineman's avatar
    pineman
    On our wavelength
    21 days ago

    I did edit my last post but it has disappeared (as have other posts in this topic) 

    I don't know what's going on but all of a sudden everything now works as it should and I have access to VM and from there to O2 via the link. All of the settings on the VM site can now be edited. Maybe the technician found another way of curing the problem?