Forum Discussion

jcsatujp's avatar
jcsatujp
Tuning in
2 months ago
Solved

I can not log into my account

I have just attempted to log into my account as I wanted to see why I am being overcharged (compared to other suppliers) and I have discovered that the log in screen now appears different.

I get this screen at first:

Which is fine, and I click on the [Sign in] button and I then receive this new, to me, screen:

I enter my email address and click on [Next] that brings me to the following screen:

However, I know that my email address is correct, 100%. The email in question is my main virginmedia (a @virgin.net) account and I know it's working as that is how virginmedia communicate with me.

Any ideas and/or assistance would be gratefully received?

(I notice that the on-line email system is now asking for additional information, so perhaps the login process has changed and I just haven't received any notifications of any changes taking place?)

On Line Access
  • Carley_S's avatar
    Carley_S
    2 months ago

    Hi jcsatujp 

    Welcome to the Community Forums. 

    Sorry to hear that you're having issues with accessing your online account. 

    You would need to create a new Virgin Media O2 ID to be able to gain access back to your online account. The email this is requesting is the previous login details you used when you accessed your online account. Recently, we asked customers to change their login details to a third-party (non-Virgin Media) email. 

    This is just for login purposes and is separate from the email you would have registered as your preferred contact. Do you have a third-party email which you may have used to change your login details only? If so, then this would be the email you would need to use in this process. 

    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.

3 Replies

  • WelshGasman's avatar
    WelshGasman
    Fibre optic
    2 months ago

    I just experienced this trying to log in. :-(

    Seriously, just because they merged. ???
    Then it wanted my O2 number (which I do not have?). Managed to get past that. Had to create a new password and everything. :-(

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi jcsatujp 

    Welcome to the Community Forums. 

    Sorry to hear that you're having issues with accessing your online account. 

    You would need to create a new Virgin Media O2 ID to be able to gain access back to your online account. The email this is requesting is the previous login details you used when you accessed your online account. Recently, we asked customers to change their login details to a third-party (non-Virgin Media) email. 

    This is just for login purposes and is separate from the email you would have registered as your preferred contact. Do you have a third-party email which you may have used to change your login details only? If so, then this would be the email you would need to use in this process. 

    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.

    • jcsatujp's avatar
      jcsatujp
      Tuning in
      2 months ago

      Thank you for the reply, @Carley_S

      I am very PC literate but the loops I had to jump through, confused me. And why do I have to have an additional email address? AND an O2 number, that I don't have?

      Eventually I got it sorted through trial and error on my main email address and on one of my secondary email addresses. But what a pain, but I can now access my account and one of my secondary email boxes!

      This leaves one more issue.

      When on the virgin system, I had a main email account (Which was also my main Virgin account ID) ... inside that I was able to create, add and maintain other email addresses. I have 3 others. How do I maintain those now as I can not see any reference to them in my main account now?