I’m trying to access my virgin go app but the email address I used and is linked to the account I no longer have access to so cannot click the link to be able to log in why can’t it just have a user name and password why the stupid link to log in. Please help change my email on the account so I can log in!!!!
Good luck MattyB2019. I’ve had the same issue and been waiting over 3 weeks for it to be fixed. Spoke to them and got told their IT team had to sort it out and it would take 5-8 working days. Phoned them again after the 8 days and got told it would be 3-4 working days. You guessed it - still waiting! Hope you receive a better service than me. Now what offers do Sky have??
Forum TeamHi MattyB2019,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having issues with logging in to TV Go. The first thing we need to check is, have you been able to set up your VM O2 ID? If so, can you access to My VM?
We need to establish this before we can continue.
Many thanks,
Hi
yes I was logged into it set up face log in etc and using it but yesterday it asked for me to sign in again which I can’t do because you have to click a link in the email that I don’t have access to. If tried to set up with a new email but need access to the other email to confirm the transfer so I’m stuck in a loop and can’t access the account.
The my virgin app I can log into no issue
Yes I know this and I tried this but in order to change to a new email I still need access to the old email address i don’t have to click a link to confirm the transfer to a different email address so i cannot do this. Can it be updated your side?
So to confirm I now cannot log into my virgin media and my virgin go account so I cannot update or change anything without access to the email I do not have access to
Forum TeamThanks for coming back to us, MattyB2019. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
Kind Regards,
Steven_L
Forum TeamThis has now been passed to our support team to look into your issues further, they will get in touch with you directly to discuss the issue further with you.
Kind Regards,
Steven_L
Still waiting to be contacted by IT. Nothing as of yet
Good luck with this, I am over 2 months now waiting for their IT team to resolve a similar email issue. In the meantime I cannot adjust my TV package or add any services.
I honestly think their support team is 1 guy and a dog.
No one has been in touch and I’m still waiting
Forum TeamHi MattyB2019 👋 Thanks for returning again! Sorry to hear you are still chasing an update on this ticket.
I can see there's been no further conversation with yourself and my colleague via PM. I can send you another to see if we can get you an update any faster. I will also contact my colleague and request they get back in touch when possible too.
Thanks for your continued patience in the meantime! 🌞
I would not hold out to much hope on a response from IT. I have not had any response in almost 2 months... just apologies and assurances and promises that never happen... and the perpetuation that CS are so good at... that all is being done and they will check it out and escalate.
In July VM introduced a new log-in system that was flawed.
In all those weeks I have seen no evidence that IT have made progress or are routinely investigating what they call a “complex” issues (as customers we are not allowed any detail about those so called complexities).
My conclusion is that they are unable to resolve the log-in issue with an update and their only alternative is to revert to the original log system which they are unwilling to do (or perhaps they are unable to even do that). Their hope is that any affected customers will simply give up complaining.
Other organisations have managed successfully to introduce adequate security log in arrangements without the need for a convoluted and bewildering system that only serves to confuse some of its customers with lesser IT experience or perhaps are less cognisant of understanding and implementing new procedures (like me!).
But… I guess we are only customers, so we don’t really matter. VM have not quite grasped yet that this is going to lose them customers. It is not a case of having patience… It is a case that we tied to a contract.. for the moment at least. Whether the problem is resolved or not… my decision is not to renew my contract…
If they offered me a contract for free I would not accept.
Tony_
Hopefully this will help.... https://community.virginmedia.com/discussions/ManageAccountCable/vm02-login-issue-solved-by-me/5669527
Thank you EZPZ....
Unfortunately in my case it has not helped... Problem I have is as soon as I input my email address it is rejected and I am thrown back to the main screen without any options at all being available to me.. this error has been replicated by IT and moderators and CS who agree my account is blocked / locked... Thank me for my patience and go away to supposedly investigate.... Never to be heard from again,..
The log in issue does seem to vary so hopefully your most helpful suggestion will be of benefit to some.. ( unfortunately not me)
But.. many thanks anyway...
Tony_
