Forum Discussion

g1bdu's avatar
g1bdu
Joining in
2 days ago

Unable to access online account following sign-in changes

I spent an hour and a half holding for support yesterday and was told that the site was crashing due to so many people trying to get into their accounts.

This due to a change at their end. If they had left it alone there would not be an issue.

I tried later in the day, as they suggested and got a different popup, this one saying the site was closed for maintenance.

This morning, back to the same old run-around.

Apparently I have to wait for three to five days for an engineer to ring me to sort the issue. As the issue is theirs, I would have thought a blanket  "behind the scenes" fix would be appropriate.

I have read a lot of messages on the forum with regard to this issue so it isn't just me. And I'll bet there are a lot more people who haven't posted who are just as frustrated as the rest of us.

Rant over

4 Replies

  • necronom's avatar
    necronom
    Dialled in
    2 days ago

    I don't know what's going on with it, now.  Lots of confusing answers that say different things.

    I couldn't get on yesterday, with the errors people have mentioned.  I didn't create any new passwords or anything, I just closed it.
    Today I tried again, and it says the password is wrong.  I don't think it is, but I'll double check when I get home.
    I can still get emails from home with my Email Client on my PC, and my phone also gets them, but Webmail I use from work fails with a ID/password error.

  • Paulpal's avatar
    Paulpal
    On our wavelength
    2 days ago

    Would drive you insane. As i have said in other posts, heads should roll for this. They have basically messed up a simple thing to do.

  • Paulpal's avatar
    Paulpal
    On our wavelength
    2 days ago

    I have no access to my virgin account. No access to my 02 account. No access to on the go. Verified email about a million times. Thanks Virgin. Bye bye when my contract is up in September.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    19 hours ago

    Hi g1bdu 👋welcome back to the community forum! Thanks for posting. 

    There were some issues with My VM access following some behind the scenes changes to Authentication. They should now be resolved 🤞 - Can you please try logging in again and let us know how you get on?

    We can then offer further support if needed. Thanks for your patience in the meantime. 🌞