Forum Discussion

bajan52's avatar
bajan52
Tuning in
5 months ago

Unable to log into my virginmedia account -error IDF-12B

Hello

I have been a longterm customer of virginmedia and can say that over the years I have had minimal disruption to my services and ha e only have to call support on a handful of occasions.

Two to three weeks ago we began having issues, whereby we could not access any apps this was coupled with a loss of broadband.  The broadband issue was quickly sorted. I later found out that there was an issue in our area.  As there was an issue locally I left phoning support for about week to see if things would sort themselves out. Unfortunately, they didn't.

A week ago I rang support and was told that the issue I was having was  " on our side and it would be referred to IT dept".  I left it there, however, the issue continued for several days after and now seems to have been sorted. 

I also reported that I was unable to log into my virginmedia account.  This  however error remains the case

See below screenshot of error 

Can someone look into this please

Many thanks

13 Replies

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team (Retired)
    5 months ago

    Hi bajan52, thank you for your post.

    We're sorry to hear about the issues you've been having 😔

    Regarding you not being able to sign in to your My Virgin Media account, have you tried following all the advice provided? Also, at what stage of the sign-in process are you getting to that page?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • bajan52's avatar
      bajan52
      Tuning in
      5 months ago

      Hi @Daniel_Et

      Thanks for getting back.

      I have indeed tried followed all of the advice given. 

      The error page appears after I have put  in my email address.

       

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        5 months ago

        Hi bajan52 

        Thanks for coming back to us.

        I'll send you a PM now to assist further.

    • ursasretreat's avatar
      ursasretreat
      Joining in
      6 days ago

      As everybody else in this post I am also now getting the same eror 

      Sorry, we can't sign you in just now

      Don't worry, it's just a quick pause to help keep your account safe.

      Instead:

      • Use a device you've signed in on before
      • Try again from a familiar connection
      • If you're on a VPN, switch it off and have another go

      Still stuck? If this keeps happening, get in touch with us (quoting reference IDF-12B) and we'll help sort it.

       

      When I try logging into my VM account.

      Have tried all the things suggested. Any further help available please.

      Thanks

      Adrian

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team (Retired)
        5 days ago

        Hi ursasretreat 👋.

        Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your online account. Please can you confirm that you have no used any saved pages or passwords, and can you confirm that you have also re-registered for an online account back in September?

        Let us know. 

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

      Hello boyciebhoy,

      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 experiencing with your online account. Are you getting the exact same error message as bajan52?  If not, are you able to share a screenshot of the error that you're seeing?

      Kind Regards,

      Steven_L