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LesSmall's avatar
LesSmall
Just joined
5 months ago

Unable to log in to email account since new Virgin/O2 log in screens

I am the primary account holder but my wife and i share a virgin media account and we both have separate email addresses. since i updated my log in to include an additional personal email addressas required now, my wife can no longer log into her emails. She types her address and is then asked to insert her USB passkey. Obviously she doesn't have one!! Then when trying to verify her log in using her password she is told this is invalid. 

We have raised the issue with the Help Desk who don't have a clue and after very long conversations say it has been passed to the IT department and that they will ring us. Evidently it is not possible to ring the IT deparment directly. Having heard nothing, we have rung again and been told they will contact us in 3 to 5 working days. 

These days it is not acceptable to be without emails for that long. Plus looking at posts on this forum it seems unlikely we will get a call back within 5 days.

Help!!  Any suggstions? 

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    5 months ago

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

    Sorry to hear about your difficulties with VMO2 ID logins following the recent changes to the platform. There's a bit of general information and help guidance here 👉 https://www.virginmediao2.co.uk/help/identity 

    Depending on how your logins and inboxes are routed / set up at the account end, this may affect how you need to log in. Another user on the forum has advised the following about secondary email address logins;

    Secondary accounts used to appear in a dropdown alongside my main account accessed via main login. It now seems if you use the specific secondary email address at first login you can set up the verification, backup email and new O2 linked password without going round the loop that was there the other day. So each email seems to have its own direct login. You can find this on the thread here 👉 https://community.virginmedia.com/discussions/ManageAccountCable/unable-to-access-my-virgin-media-account/5651935/replies/5653630

    I will send you a PM to confirm a few details, and get you to send us over a screenshot of the error message she is receiving when trying to log in. (This may be useful for the IT ticket!) If you can please keep an eye on your Inbox in the top right corner of the page 📩. 

    We can return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞