Forum Discussion

Black_dog's avatar
Black_dog
Up to speed
7 days ago

Cannot access TV control app

I am trying to access the TV Control app only to have been logged out. I have re-entered my details and am now being prompted to effectively create a new account. I have tried to sign in using a passkey but presume because the account is not set up I am unable to do so. I then select password only to have to enter a new password and confirm this. I then progress to have to provide a secondary method of verification. Selecting passkey does nothing so I have selected the email option to add a backup email. I have tried to use both my blueyonder email and my virginmedia email only to be told I cannot use these emails. How many emails does VM expect a person to have and why can I not use these. Really dissatisfied with this. Can you let me know how to resolve this. For info I always used my blueyonder email to sign in and had no issue for years. I then had a problem a while ago and the only email it would accept was my Google email. 

8 Replies

  • jgnotts's avatar
    jgnotts
    Superfast
    6 days ago

    I had issues starting the tv control app on my ipad tonight. It asked me to  log in again and when I did, it said because I use an ntlworld email address I had to give a 2nd one as a backup, so I did.

    I then spent ages trying to get it to accept the “create passkey” option. I kept tapping that option but it would not do anything and I was forced to pick the password option. On entering new passwords it then forced me to merge my virginmedia and O2 accounts and vice versa.

    I have no idea why it wouldn’t accept the passkey option because i’ve seet up passkeys for a few things on my ipad with no issues. Probably just shoddy coding from virgin again.

     

    • Black_dog's avatar
      Black_dog
      Up to speed
      6 days ago

      Sounds similar to my issues - really poor guidance and instructions from VM. When I started with them years ago the customer service was great (in my opinion, others may disagree) but it seems to have got worse over the years. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        4 days ago

        Hi Black_dog 

        Welcome back to the Community Forums. 

        Sorry to hear of your concerns with accessing the Control app and the new Virgin Media O2 ID sign-in.

        You would need to follow the steps advised in the new sign-in process to create your Virgin Media O2 ID. Once this is fully completed and verified, you can continue to use your sign-in for the TV control app, along with other apps and features connected to the continued use of your Virgin Media online account. 

        We recommend that you have a non-Virgin Media email, as any email addresses you have with us are linked to the continued use of our broadband service. We introduced signing in with a non-Virgin Media email last year, so this would have been something that needed to be completed to continue to use the Virgin Media online account. 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.
         

  • Black_dog's avatar
    Black_dog
    Up to speed
    7 days ago

    So despite setting up Passkey when setting up the VMO2 account I have been unable to successfully sign in using this when trying to access either the TV control app or Sky Sports as it states it was unable to verify the Passkey. I have then selected to use another method to receive a verification email to my Google email - so much for security. Not sure where the problem lies but this is really poor and as it is happening on my iPhone and iPad I’m fairly confident that they both can’t be faulty. Can you please sort this out VM. 

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    7 days ago

    Black_dog​  The secondary email address used for backup in the VMO2 ID setup has to be a non virginmedia one.  If you have a google mail address why not use that one as your backup email for your VMO2 account?

    • Black_dog's avatar
      Black_dog
      Up to speed
      7 days ago

      Thanks Graham but I seem to remember being ‘forced’ to change my primary email to the Google one a while ago when I had trouble signing into SkySports. I’ll look to try and reset the emails on the account and change them round. It also doesn’t change the fact that this was not my preference but nothing happened when I selected Passkey as the secondary verification. 

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        7 days ago

        Thanks Graham but I seem to remember being ‘forced’ to change my primary email to the Google one a while ago when I had trouble signing into SkySports. I’ll look to try and reset the emails on the account and change them round. 

        Black_dog​  If you are already using the google email as the sign in username for your primary My VM account then you will need to use that one when signing into the new VMO2 ID which replaces it.  You will need to add a different third party email address as the new backup email.