Forum Discussion

Chrissielou's avatar
Chrissielou
Dialled in
3 months ago
Solved

Virgin Media O2 ID - still can’t log into my account

14 days ago I went through the process to register, verify and link my Virgin Media account to the above new Virgin Media O2 ID and completed it all apparently successfully as instructed using a non Virgin media related email - but since then I have not been able to log into my Virgin Media Account and so cannot see my bills, online email or manage my account in any way.
When I try to login - either online or on the app - all I get is a spinning VM logo on an otherwise blank page and then bounced back to the sign in button page.  Sabrina_B had been looking into this for me but I haven’t heard anything from her in 8 days now.

 I can see that I am not the only person on this forum still having this issue despite it apparently having been solved 12 days ago - according to a Mod Post on here.14 days without account access is too long - can someone please, please help me and fix this as soon as possible.

  • Chrissielou's avatar
    Chrissielou
    14 days ago

    Today is a very good day!!! Some sort of miracle has occurred behind the scenes at VM and I have actually been able to successfully log in to my account both online and on the VM app - never thought this was going to happen, just hope it stays working. Also all the remaining issues from when I took the account over following my mum’s death have been fixed too - really can’t believe it!!!

57 Replies

Show More
  • davrob2's avatar
    davrob2
    Tuning in
    20 days ago

    It looks like alot of people are in the same situation and I see Emma Vardy a journalist from BBC is getting involved on FB Virgin Media,O2 :- BAD CUSTOMER SERVICE support group and is asking customers of there problems.

    Looks like things are getting worst for VMO2 

    • Tony_'s avatar
      Tony_
      Up to speed
      20 days ago

      I have already emailed Emma with my issue although as you say she is picking up most of the issues through that FB group... and a lot of real horror stories there of missed hospital appts  due to lack of email access  or holiday/travel information stuck in the system. My issues seem to pale into insignificance.

      I really hope it does something, but to VM it seems to be water off a ducks wotsit. They seem to feel immune. I only just found out they are not even obliged to  have an FOI officer. Just gives them one more opportunity to hide behind a corporate image that is just made up of fancy words without the need to provide a genuine customer service.

      Tony_

       

  • Chrissielou's avatar
    Chrissielou
    Dialled in
    19 days ago

    So yesterday and today I had messages from the Ombudsman and the upshot is that I have put my case in with them too soon - apparently the 8 weeks is from when a formal complaint is put in with Virgin or whoever and not from when you first contact them about an issue!
    So the ombudsman has closed my case and advised that I ask Virgin to confirm if / when I raised a formal complaint with them (tried to on 12/09/25 but don’t think they did it & said issue was escalated to second line IT as a priority fix) and then to wait another 8 weeks and resubmit my case unless I can get a deadlock letter, then I could resubmit sooner.

    Have restarted going through security again with Mod on here so I can get an update on my issue / tickets etc - so will see how long that takes to complete, then I don’t know what I’ll do!

    • JPL8's avatar
      JPL8
      Rising star
      19 days ago

      You can copy / paste your case details from your old case to your new one on the Ombudsman’s website when you’re ready to go, which will save time. I’m so relieved I don’t have to upload 40+ screenshots again!

      I get the feeling they’re having the same conversation with a lot of fed up VM customers.

    • Tony_'s avatar
      Tony_
      Up to speed
      19 days ago

      Chrissielou

      Sorry to hear about that... I appreciate that they have to go by the rules, but it all seems to be weighted in favour of the company... giving them every chance and more...much more than they deserve. I found that out when I had some dealings with the Financial Ombudsman a whiles back.

      Perhaps take some comfort in that if cases start to be accepted by the Ombudsman all for the same issue, then that may trigger a more general and hopefully more positive response from VM. I have now got 14 days to submit the rest of my evidence. (Hope there is not a limit to  how many items you can upload!)

      Don't give up. Good luck!

      Tony_

       

  • davrob2's avatar
    davrob2
    Tuning in
    19 days ago

    It's a shame as the product is good - thou I haven't used other providers - only been with VM but my thoughts will probably change at end of contract - will have to carry out some serious investigations before I change - don't want to get into deeper problems. 

  • Chrissielou's avatar
    Chrissielou
    Dialled in
    14 days ago

    Today is a very good day!!! Some sort of miracle has occurred behind the scenes at VM and I have actually been able to successfully log in to my account both online and on the VM app - never thought this was going to happen, just hope it stays working. Also all the remaining issues from when I took the account over following my mum’s death have been fixed too - really can’t believe it!!!

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

      Thanks for updating your thread Chrissielou​ 

      That took a lot of patience and perseverance. Hopefully it's all plain sailing going forward, but any further issues just shout.

      • davrob2's avatar
        davrob2
        Tuning in
        14 days ago

        Have had a further email from VM with link - have attached this link and hip hip hurray we have my account open 

    • davrob2's avatar
      davrob2
      Tuning in
      14 days ago

      Great news I will go and have a look to see if mine is ok.

      Just tried - still the same - still problem with passkey - will get onto Customer Serice "AGAIN"

      Thanks for update - thou still no luck