Forum Discussion

HelloIsaac's avatar
HelloIsaac
Just joined
3 days ago

Unable to Login to Mobile Apps

Hello,

I'm unable to login to either of the two mobile apps (My Virgin Media and VM Connect) from my phone. 

It seems like there's an issue with the OAuth process. Below are screenshots of every step I'm currently able to access on both apps:

  1. I click "Sign in" and this popup appears:

2) The following menu opens; I input my email address and click "Next":

3) Instantly, the following page appears and I'm unable to go any further:

I've tried the following troubleshooting steps:

  • Disconnecting from WiFi and attempting to login on mobile,
  • Turning off iCloud Private Relay in case this was interrupting the process,
  • Changing my default browser to see if that changes how this popup is processed,
  • Opening the OAuth tab in an external browser outside of the popup dialogue, 
  • Deleting and reinstalling both apps,
  • Other random email addresses to see if it's an issue with my account in particular (they also fail in the same way).

Any advice would be much appreciated!

account
app
MyVirginMedia App
page expired
VM Connect App

4 Replies

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

    Hi HelloIsaac 

    Thanks for posting and welcome to the community. Sorry to hear of the online account issue.

    Have you got any VPN's active on your device? If so, remove them and reboot, then try again :)

    • HelloIsaac's avatar
      HelloIsaac
      Just joined
      3 days ago

      Hi, @John_GS,

      Thanks for your reply!

      I do have a VPN app, but the VPN has not been on when trying to access the Virgin apps. To be thorough, I deleted the VPN, turned off iCloud Relay (again), and rebooted the phone. Still the same error!

      • Richardr1's avatar
        Richardr1
        Superfast
        2 days ago

        I have a similar thing [which doesn't worry me too much].

        I wondered whether it was due to setting up the web access on my laptop with a passkey to log on, which doesn't translate to my mobile phone at least. Did you set up online with a passkey? If not it will at least eliminate those thoughts.