VM02 Registration failed midway now I can't login

Hi Tony_ 

Sorry there's been no movement on this one, it is more complex to fix than normal but the team are still working on it. We'll be in touch when there is an update. Best wishes.

Yes, my contract also has several months to play out... Lets see, TrustPilot: OpenReach from 235,107 reviews have 4.6 out of 5, Virgin Media out of 100,772 reviews they have 1.3 out of 5 stars... I have no idea why that could be.... I know who I will be moving to.... Then a news article popped up with the title "BT Openreach does not use foreign country call centres for customer service. BT has completed a strategy to bring 100% of its customer service calls back to the UK and Ireland, ending the previous practice of outsourcing these calls..." Coincidence? Perhaps, I'll leave the conclusion to you...

After over a month of back and forth with CS, 3 engineer escalations (not one contacted me) I rang to cancel, guess what... the issue was today escalated to Cable Care team, then to a 'Senior Manager' who confirmed that there is an error OMFG (I'm a real Senior Web Developer and am struggling to cope with them), he was so senior he couldn't escalate directly to IT, but said an engineer will get back to me ASAP (within 24hrs). If it's not resolved soon It is a clear breach of contract and of my Consumer Rights (Act 2015) for not providing the service I pay for and I will request cancellation without an early charge, then I will be contacting O2 (as I can't login to O2 using my VMO2 ID) and will be cancelling my 3 phone contracts with them for the same reason.... then I will be moving my elderly mothers entire virgin package as soon as I can...

Under English law, specifically the Consumer Rights Act 2015, Virgin Media's persistent failure to provide access to your online account likely constitutes a breach of the requirement to perform the service with reasonable care and skill (section 49). This breach entitles you to a price reduction (section 55), and in serious cases, to treat the contract as at an end.

Making a formal complaint citing the relevant law, giving a final chance to fix the issue, and being prepared to escalate to CISAS—you have a very strong case to cancel your contract without incurring any early termination fees.

P.S. Record all communications.

P.P.S. Virgin Media is a member of CISAS (Communications and Internet Services Adjudication Scheme). This is a free service for consumers.

Hi,

if I'm understanding your question correctly yes, I was registered with virgin and o2 with the same email address, then I tried to register for the vm02 using that same email address, it seemed like the registration process was going fine, enter a password etc (it was a few weeks ago now so forgive me for not being able to remember accurately).

If I use the myvirgin app or visit the site in a mobile browser (that was logged in previously) I can see my account (so it remembers that I'm logged in) as in I can see my package and cost of the package etc, but if I try to do anything that requires me to verify for security such as change my password then I get the same issue in the mobile website, i.e. the login run around... but if I close the browser session on my phone (mobile browser), again it remembers me as logged in.

If I give you my email address you can try it for yourself and you will get the same issue. Clearing the cache does nothing to resolve the issue, heck I even installed a fresh new browser and I get the same issue.

Can't my registration for vm02 just be reset or something?