Forum Discussion

Mr_Crabbit's avatar
Mr_Crabbit
Dialled in
13 days ago

Cannot Link Account to O2 Login

I am having difficulty linking my account under the new O2 login regime. I have nominated a non Virgin Media backup email address, and kept the password feature. I have clicked on the link to verify my email address and clicked on the 'Link Virgin Media Account' button. I get taken to a page that asks for "Last name on account", easy to fill in. "Account Number", easy to fill in. "Area reference number", impossible to fill in. When I try to select "34" at the foot of the list, the box jumps to "31", the number above. The account is therefore not recognised. Can someone tell me if this is deliberate please?

Outlook has been unable to Authenticate two of my email passwords since last weekend, I've looked here for advice and am trying to get back into my account to see what can be done. Thank you.

account
email
outlook
virgin.net

3 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    12 days ago

    Hello Mr_Crabbit

     

    Sorry to hear of the issues experienced setting up your VMO2 ID, we appreciate the frustration this is causing and you raising it via the forums. Does the web page allow you to type in 34? Have you tried on another device?

     

    At Virgin Media O2 we’re on a journey to become one company, and right now we’re changing the way our customers manage their Virgin Media and O2 accounts online.

     

    The first step is to help our customers create a set of sign in details that we’ve called a Virgin Media O2 ID. To set up your Virgin Media O2 ID, you’ll simply use your email address and then choose which authentication method you’d like to use to sign in (like a password or passkey). From there you’ll use this single set of credentials to sign in to any Virgin Media and O2 online spaces, instead of separate Virgin Media log in and O2 log in details.

     

    You can also register for a Virgin Media O2 ID even if you’re not with Virgin Media or O2.

     

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account
    • Follow the on-screen instructions
    • Mr_Crabbit's avatar
      Mr_Crabbit
      Dialled in
      8 days ago

      Thank you for your reply @Robert_P I'm sorry to say I've just read it. I was waiting for an email to tell me if someone had replied but I'd neglected to tick the 'Follow Discussion' icon, it's ticked now.

      I have tried the steps you have listed. No matter how I get there, the web page in question unfortunately does not allow me to type in the number '34'. The numbers to choose from are 1 to 12, 14, 15, 18, 20 to 22, 24 to 28, 30, 31 and 34 but 34 does not work, clicking on it causes the number 31 to appear. I have tried to access this page using my PC with an Edge browser, an Android tablet with a Chrome browser (that gets nowhere, it's probably too old) and an iPhone using a current Safari browser, at least it shows the page but the result is the same as on my PC, i.e. I'm not able to type in the number I want to use and when I click on it, it also jumps to number 31.

      I am trying to enter details for my original 1997 Virgin.net account, hence my initial question. I wonder if this is a deliberate tactic to lock me, and others like me, out. I'd like to think it's a programming glitch and that it will be rectified soon. I hope you can bring this odd feature to the relevant person's attention to get it sorted out as I still can't access my email. Thank you.

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

        Thank you for getting back to us Mr_Crabbit, and sorry to hear the issue still persists. We will be happy to look into this for you via private messages. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

        Thanks,