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jwh54's avatar
jwh54
Tuning in
6 months ago

Virgin Media Connect - can't log in on phone

I've just installed the Virgin Media Connect app on my Android phone but am unable to log in to my Virgin Media account.

Previously, I've logged in to my account on a MacBook and have a passkey set up to log me in and I can log in to my account on the MacBook with that passkey.  When I try to log in on my phone, I enter my account email address and then get a response that my passkey doesn't work on my phone. This is understandable, as I've never set up a passkey to my account on my phone.

I then select 'sign in a another way, and a verification email is sent to my Yahoo account.  I open it and tap the 'Verify' button.  I get a confirmation that my address has been verified and am instructed to go back to the Connect app, but when I do that it has returned to the Login prompt screen, and all I can do is try again.  I'm not offered the option to set up a passkey for my phone.  And I can no longer log in to the My Virgin Media app as that is also now expecting a passkey which hasn't been created.

So my question is, how can I log in to the Connect App on my phone?  Is there a way to set up a passkey for the app on my phone?  I've tried looking at the Virign help pages and done a general search on the web, but I can't find an answer to this specific problem.

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  • jwh54's avatar
    jwh54
    Tuning in
    6 months ago

    Looks like I've solved it, but not with a passkey.

    The problem was that I was verifying my email address in my Yahoo account on my phone.  When I tried again, but verified it on my laptop, it logged my in on my phone.

    I should have guessed that, really.

    • Rob45's avatar
      Rob45
      Just joined
      6 months ago

      Thanks for this, I had the same issue and it's been bugging me for a few weeks. 

      Can I just ask though, when you say you should have guessed the solution, why is that? I can't remember I've ever had this same issue of having to verify an email on a separate device so am just interested to understand why this is different.

      Thanks

      • jwh54's avatar
        jwh54
        Tuning in
        6 months ago

        I'm not 100% sure that I guessed correctly, but I'm assuming that it's either a 2FA security issue, so it wants verification on a different device to the one I'm logging in on, or maybe it's just a glitch in that leaving the login screen on Connect to open the mail app on my phone causes it to default back to the login prompt.

        All I know for certain is that verifying my email address on a different device allows Connect to continue and log in.

        It's like so many problems I've solved over many years.  I find a work around, but I never find out WHY it works.     ;0)