Forum Discussion

simondo's avatar
simondo
On our wavelength
24 days ago

Can't log into VM email

Hello

Much like everyone else having problems. 

I can't log into VM emails on my mobile, either on my VM app or on the website. I have followed the procedure- put email in, entered my password, it asks for a 2nd verification email. I've entered in an Icloud email I use. I get the VM email on icloud and I've pushed the verify link. I get the ' your email is verified ' message but I appear to be stuck in this loop. After doing all the above, I go right back to the beginning when I attempt to log in after getting the verified message.

Can anyone help here? 

Many thanks

 

7 Replies

  • Same issues here in Shropshire - On checking it looks like they have big issues. Like you, followed the process with account details and passwords etc and got nowhere!! Its a waiting game. :-((((

  • A friend told me about this bother yesterday - they use the web interface to read their email whereas I normallly use Thunderbird as my email client.

    Anyway, I looked into it last night and I found out that VM on Monday, without warning, decided to force people  to use the new VM-O2 ID system at the VM login screen. 

    So if you logged out and cleared your browser's cache, you'll come across the new clusterf==k  of the login prompt whereby you have to create this new VM-OS2 ID account from your existing VM one.  You have to verify you own the VM ID by clicking on a link that they send you to an alternative email address  (in my  case Gmail).  God knows what happens if folk dont have a secondary email address.  Obviously they assume most are Android or iOS phone users.

    The second thing I realised is that when they send you that link, make  sure you open it on the exact same browser and device that you are registering the 'new' VM-OS2 ID account. For some reason the browser cookies involved are not being passed to other browsers and devices - hence the reason you get stuck in that loop.    Don't mix phone and computer - choose one and stick with it until the VM-OS2 ID has been created  Once it is and you log in, you will be at the 'My Virginmedia' webpage and you can then access email from the 'Quick Links' near the bottom of the page.

    Good luck.

    • Zotlerg's avatar
      Zotlerg
      On our wavelength

      Same thing with me. I've ask them to fix it, but no. On iPad it says the IP address is locked out. So I can access my email through another hub -  but not at home?! This is very frustrating. If they can't fix my email, then I might as well go for another provider. As it's the only thing keeping me with VM.

  • Hello simondo,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your email account. Have you been able to get your issues resolved and login to your email account once again or do you need further assistance? 

    If you're still having issues, please can you try the below options

     

    1 - Try to login or register your online account using incognito or private browsing mode.

    2 - Clear the cache and cookies in your existing browser and try login or register your online account.

    3 - Try to login or register your online account using a different device.

     

    Please give this ago and let us know if you're able to create your account.

    Kind Regards,

    Steven_L

    • simondo's avatar
      simondo
      On our wavelength

      alright Steve,
      Still having the same problem. I seem to be getting each step but once the alternative email has received the confirmation, that is accepted and i exit,  It's just stuck in that loop. The accepted email seemingly isn't acknowledged 

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team

        Hi simondo 👋.

        Thanks for the update on this, so that we can take a further look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • Buster52's avatar
    Buster52
    Just browsing

    I wish I could mate but sadly you are one of a very large number of people in the same boat. Best of luck.