Forum Discussion

Bluer's avatar
Bluer
On our wavelength
11 months ago

Can't sign in and apparently email not recognised

Hello everyone,

Today I've been trying to log in to my virgin media account to check some settings (I normally use a desktop client called eM Client) but couldn't sign in due to an FSB50 error code. I deleted my cache but it didn't fix the problem and does not let me reach the point of putting in my password.

I then tried a different browser and it let me reach the stage of putting in my password, but then it tells me that either my email address or password are wrong. Then if I choose to reset my password, it tells me to use the email address I normally use to sign in, which I am. I'm inferring that it is not recognising my email address? it is an ntlworld address for context.

Any solutions or questions are welcome.

Daniel

  • coenoby's avatar
    coenoby
    Very Insightful Person
    11 months ago
    Bluer wrote:

     couldn't sign in due to an FSB50 error code

    I would suggest you try deleting all Virgin Media related cookies from your browser. Then close the browser window and reload the VM sign in page again.

    That often seems to solve the FSB50 error.

    If it does not work you may need to wait until one of the Forum Team (VM staff who support this forum) contacts you via this thread. They seem to be able to get that error resolved for forum posters via a Private Message (PM) conversation.😉

    Coenoby

    • Bluer's avatar
      Bluer
      On our wavelength
      10 months ago

      Thank you for the response! apologies for not responding sooner. The email about it actually went to my spam folder which is unfortunately what I've been trying to get into my account to solve for other things.

      I deleted all of my cookies for virgin media and I still have the same problem unfortunately. I reload the browser and retry and even on the password reset screen it tells me to ensure I'm using the correct email address.

  • Robert_P's avatar
    Robert_P
    Forum Team
    11 months ago

    Hello Bluer

     

    Sorry to hear of the account access issues experienced but we appreciate you taking the time to raise this via the forums.

     

    It's been a few days since your post, we're you able to follow the advice offered by coenoby and resolve the issue?

     

    Let us know 👍

    • Bluer's avatar
      Bluer
      On our wavelength
      10 months ago

      Thank you for the response, as mentioned above it hasn't managed to solve my problem.

      I deleted all of my cookies for virgin media in both Firefox and Chrome and neither seem to be happy with my email address. I'm still set up properly on my local client, but just signing in directly seems to be an issue (and I'd prefer to not mess with my desktop email client in case I can't get back on again).