Forum Discussion

Tinbot's avatar
Tinbot
Joining in
3 days ago

VirginO2 login continually failing with page stating "We can't find your Virgin media account"

On 20th July I successfully created a VMO2 ID but like so many others have not been able to log in to my VM account despite completing all the verification steps by entering the relevant account information.  Each time I end up at the same dead end with the following message that no one at VM seems to want or be able to sort out?  I've had a VM account for 20+ years that they cannot now find!!!

I've spent hours on the phone to 5 different agents, had 2 failed 5-day promised call backs from techs, 2 tickets raised and a final failed promised call back on Sunday at 3pm.   Basically, any services that require you to login on Virgin media or O2 I cannot access i.e. email, tvgo, O2 priority and sky sports {on tvgo} which I pay a premium for.  I can only watch sky sports via the tv box.  I can't even raise a complaint as there is no way to log in to my account.  The lack of information and action from VM and its staff in rectifying this problem caused entirely by themselves is baffling.   Is there anyone out there that can assist with sorting this absolute mess out.  I am now at the point whereby I am looking at cancelling the whole VM package as they have not been supplying the services I pay for since 20th July and as far as I know they can't say when it will be rectified.  No wander VM finish bottom in customer service each year.

5 Replies

  • Tinbot's avatar
    Tinbot
    Joining in
    20 hours ago

    Hi Steven,

    Many thanks for looking at this.   Not exactly sure what you mean by registering my account?    I have had a virgin media and Virgin Mobile {migrated to O2 a couple of years ago} accounts for many years.   Since changing password and providing my gmail email address and successfully creating my VMO2 ID on 20th July I have not been able to log in to my Virgin media account, access my Blueyonder emails on laptop or log into sky sports via TVgo app.   I have tried previously on 2 different laptops {1 windows 11 and 1 windows 10} and my Samsung mobile.  I normally use Edge but have also tried through Chrome.   As you requested I tried today via "In private Window" but as with all previous log in attempts I received the verification email on Gmail which I verified, returned to the virgin media page and inputted my surname, account no and area number only to get the dreaded "Cannot find your Virgin Media account" message page.

    regards

    Tinbot.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      18 hours ago

      Hi Tinbot thanks for your reply. 

      Have you ever moved addresses with us, or cancelled and re-joined again as this can sometimes impact My Virgin Media accounts?

       

      • Tinbot's avatar
        Tinbot
        Joining in
        16 hours ago

        Hi Tom_W1

        We've been at our current address for 30+ years and VM customers for probs 25+.   We did cancel in my name and put it in my wife's for 1 contract a while back but for the last 15 years or so its been in my name.

        regards

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 days ago

    Hello Tinbot,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. 

    Lets try to get this resolved for you. Please can you try to register your account in Incognito/private browsing mode or a different device, so we can rule that out as a cause of the issues.

    Kind Regards,

    Steven_L