Forum Discussion

Will489's avatar
Will489
Just joined
10 days ago

VM Connect "Account is inactive or closed"

I need to order a wifi pod due to wifi black spots.

Trying to get into the VM Connect app in order to run the test, however, I get the error message "account is inactive or closed". It offers me the option to sign in as a different user, but I'm already putting in the correct details.

5 Replies

  • Hello Will489,

    Sorry to hear of both the wireless network issues and the problems signing in to order a Pod, we appreciate you raising this via the forums and welcome to the community.

    Are you using the same details used to access your online account either via the MyVM app or the website? Have you been able to access the Connect App previously or is this the first time you're trying?

  • I am using the same details to try and sign into the Connect App as I use on the Virgin Media app. To be clear, there are no issues when I log into the Virgin Media app.

    I have previously used the Connect app without an issue, although that would have been several months ago and before my contract was renewed.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team

      Thank you for that information. Can you confirm if you have been able to try resetting the password for the online account and trying again on the Connect app?

      ^Martin

  • Why would I need to reset my password? My password works perfectly fine on the Virgin Media app.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team

      Hi Will489, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel