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CancelVMNow's avatar
CancelVMNow
Just joined
17 days ago

Cannot get into ntlworld and virginmedia emails

I cannot get into emails. I have both ntlworld and virginmedia.com email addresses. This is despite jumping through their hoops. They want me to give an alternative 'back up' email address such as a gmail or yahoo one. I did this. Then they want another level of security - either a passkey or text to a mobile number. I clicked the 'text code' option. No text. I've clicked 'resend' but nothing so I'm stuck. Has anyone else experienced this today (14/7/25)? When I called, they said - wait 24-48hrs!

 

[Mod - title edited for clarity]

6 Replies

  • Tony_'s avatar
    Tony_
    Up to speed
    14 days ago

    I am not using any VPN. I am not using any 3rd party clients like outlook.  Just using webmail on a laptop. No difference as of just now...

    I put in my email address and the system thinks about it for a few seconds and then takes me back to the virgin media home screen. (No error message - I have had  the error message IDF-12B on two occasions of trying).

    The result is the same if I use a different bowser and no difference after I have cleared the cache. 

    The same thing happens if I try to log in to the My Virgin Media app on my phone, I put in my email address and it thinks about it and then within a few seconds takes me back to the log in screen.

    So at present the system will not even get as far as allowing me to put in a password ... Just returns me to the log in screen on inputting my email address.

     

    Tony_

  • Tony_'s avatar
    Tony_
    Up to speed
    15 days ago

    I have cleared out cache and cookies... Tried a different browser... no diff. The new process  seemed to work when I first set it up but now I cannot access any service.... no emails... no My Virgin... No O2.

     If I put in my email address it thinks about it about flashes and takes me back to the sign in screen. I do not get as far as putting in a password.

    On occasion it gives me an error message to say that there is an issue with my account and I should call CS quote error ref IDF-12B. 

    When I did call CS  (on 2 ocassions so far)they were unable to provide info on what the error code was and told me there was an issue that it was being dealt with. I should wait.

    Access is via webmail.. no 3rd party client involved. The issue is the same if I try to access the app. Put in my email address ... it is rejected and I get thrown back to the original screen. I am thinking my account has somehow been locked... but trying to get CS to check is difficult.

    Tony_

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      14 days ago

      Thank you for letting us know Tony_ 

      Sorry to hear you are getting the IBF-12B error. Is the error still flagging up today? If so, you will need to wait 30 minutes, turn off any VPN, and try again. You can also use an alternate device, and this should work fine. Please let us know how you get on, and we will do our best to help from here.

      Thanks,

  • Tony_'s avatar
    Tony_
    Up to speed
    16 days ago

    Don't think the issue is necessarily with the fixed and mobile networks...!

     More to do with the haphazard attempt by Virgin to do some kind of update to link with O2... I went through the stages of setting up the new style account with new password/text message verification etc... And it seemed to work.. but when I logged out and tried to log back in in rejected my email address...

    So now I cannot access emails... My account or O2...

    After two calls to VM they say that there are some issues with the new system... yesterday a fix  was suggested within 24 hours... today 72 hours... who knows what tomorrow might bring!

    Tony_

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

      Hi Tony_​ 

      Welcome back to the Community Forums. 

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

      After refreshing your cache/cookies, do you still get an error when you try to access the account here with the information used to verify the new access? 

      If so, can you advise the error message you're seeing?

      Do you get the same error on another device or browser? 

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

    Hi CancelVMNow 

    Thanks for posting and welcome to the community. 

    Our fixed and mobile networks are operating as usual today, however we’re aware that a small number of customers are experiencing issues accessing some apps. Our technical teams are working to restore services as soon as possible and we apologise for any inconvenience caused