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Minimac's avatar
Minimac
Tuning in
2 years ago
Solved

Unable to log-in to my account, nor email. FSB50

Like a few others, I have been unable to log-in to My Virginmedia, and especially my virgin mail, for the past three days.  Have tried sorting it out via the various so called 'Help' pages to no avail. You only get to Chat to a menu-ed chat box. Does anybody know what the error code FSB50 actually means? 

I've turned off my VPN,  cleared my browsing history and cache, and tried using Edge instead of Chrome to log-in.

I think there will be many people out there looking for clear, helpful responses from Virgin!!

Minimac

  • coenoby's avatar
    coenoby
    2 years ago

    Minimacand johnat92 

    This may seem a strange question but do you have the privacy software Kamo installed on the devices that are getting the FSB50 error message? Or have you installed CCleaner because Kamo comes bundled with it?

    The reason I ask is that the FSB50 error was reported on another part fo the forum sometime ago and resulted in a very lengthy series of posts.

    In one of the later posts in that thread Stumbler  reported they had found a solution (see it here  https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Can-t-login-to-My-Virgin-Media-to-see-bill-Error-Code)

    Stumbler reported that the cause of the problem seemed to be the security software, KAMO and once they removed it the FSB50 error disappeared.

    Kamo is a privacy tool designed to stop top online tracking, perhaps in this instance it may be over zealous.

    Coenoby

36 Replies

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  • johnat92's avatar
    johnat92
    Tuning in
    2 years ago

    Got the same problem & tried everything.

    The idiot I spoke to at VM told me to log in then . . . .

    I CAN'T LOG IN!

  • Ashleigh_C's avatar
    Ashleigh_C
    Icon for Forum Team rankForum Team
    2 years ago

    Hi there Minimac 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue and thank you so much again for posting. 

    I'm going to pop you a private message so we can take a closer look into this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

    • coenoby's avatar
      coenoby
      Very Insightful Person
      2 years ago

      Minimacand johnat92 

      This may seem a strange question but do you have the privacy software Kamo installed on the devices that are getting the FSB50 error message? Or have you installed CCleaner because Kamo comes bundled with it?

      The reason I ask is that the FSB50 error was reported on another part fo the forum sometime ago and resulted in a very lengthy series of posts.

      In one of the later posts in that thread Stumbler  reported they had found a solution (see it here  https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Can-t-login-to-My-Virgin-Media-to-see-bill-Error-Code)

      Stumbler reported that the cause of the problem seemed to be the security software, KAMO and once they removed it the FSB50 error disappeared.

      Kamo is a privacy tool designed to stop top online tracking, perhaps in this instance it may be over zealous.

      Coenoby

  • Minimac's avatar
    Minimac
    Tuning in
    2 years ago

    The removal of CCleaner worked!  Maybe the recommendation should be pinned?

    Many thanks

    minimac

    • coenoby's avatar
      coenoby
      Very Insightful Person
      2 years ago

      Minimac 

      Thanks for confirming it worked for you.

      Coenoby

      Edited to add: You might consider giving Stumbler kudos on the original post that I linked to - it was their work that found the solution.😉

  • booler2002's avatar
    booler2002
    Tuning in
    2 years ago

    managed to log in after someone suggested refreshing sign in page several times to move onto next stage same againfor password  a bit frustrating but managed to get to my emails but someone needs to sort this out ASAP please

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello booler2002.

      Sorry to hear you are having similar issues.

      Can we please ask if this happens on various browsers?

      Have you also tried a private web page to log in with?

      Gareth_L

  • Minimac's avatar
    Minimac
    Tuning in
    2 years ago

    This situation is fast becoming farcical.  Having got rid of FSB50 last week by removing CCleaner and it's Kamo piggyback, FSB50 has now returned!!

    The VM admins seem to be ignoring all requests for assistance, and are simply passing on useless 'cures' which cannot be attempted........because you are unable to log-in!!

    • coenoby's avatar
      coenoby
      Very Insightful Person
      2 years ago
      Minimac wrote:Having got rid of FSB50 last week by removing CCleaner and it's Kamo piggyback, FSB50 has now returned!!

      Sorry to hear that.

      As a non VM staff member, the only other suggestion I have heard is to make sure that you have JavaScript enabled in your browser.

      It might be worth checking whether you have JavaScript disabled and seeing if re-enabling it helps.

      Coenoby

       

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Minimac 

      Thanks for coming back to the thread. 

      We're sorry to hear it's returned. Were you able to try coenoby's suggestion and if so did it work?

      Best wishes.

  • Bestfootie1's avatar
    Bestfootie1
    On our wavelength
    2 years ago

    I, for one, now have lodged an official complaint with Virgin and if this isn't resolved within the requisite timeframe as required by Ofcom, this will be taken further. This is unacceptable.

    I advise you all do the same. Then if and when this gets to Ofcom they will likely have to disclose the amount of complaints they got about the same issue and what action they took. 

    It seems this issue has been going since at least 23 August 2023; over 11 weeks ago. This is utterly ridiculous.

  • ianreid2's avatar
    ianreid2
    On our wavelength
    2 years ago

    So.....I checked my email first thing this morning, no problem. Left my laptop on & have just gone to check it again only to be asked to log in. I the got the dreaded FSB50 message. My VPN has been off for a couple of days. I am getting sick of having to clear my browsing history, cookies & cached files then reboot my laptop. I hope Bestfootie1 gets some action from Virgin/Ofcom but I am not hopeful he will. Virgin just don't give a hoot about this sort of thing or individual problems. No problem using Outlook....

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      2 years ago

      Thanks for reaching back to us ianreid2 

      Are you able to send a screenshot of the error that appears?
      Let us know and we'll be able to assist from there.

      Kind regards,
      Ilyas.

  • croftcroyne's avatar
    croftcroyne
    Tuning in
    2 years ago

    Like many others I am unable to log in to email or our broadband account getting the FSB50 error. I have tried EDGE/Chrome, switching off my VPN, cleared the cache to no avail. I have javascript enabled and dont  CCleaner and it's Kamo! Any suggestions gratefully received. (We are still able to use email via Outlook, and would be very concerned if this failed) Many thanks!

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 years ago

      Hi croftcroyne thanks for posting and welcome back to our community.

      Sorry to hear you're having issues logging into your email account and for any inconvenience this may be causing you. Just to clarify, which platforms are you having this issue on?  Do you mean when you sign into My Virgin Media? If it's on other 3rd party apps, do you know if your password is in sync? Does it match what you have in your outlook, which you currently can access?  Do all your settings match up with the settings as per here?

      Regards

      Lee_R

      • croftcroyne's avatar
        croftcroyne
        Tuning in
        2 years ago

        Hi Lee_R and thankyou for the reply. I am windows 10 (all updates installed), and I have tried using Edge and Chrome to login via myvirginmedia. I am not logging in via a third party other than Outlook. Outlook continues to log in every day automatically. My outlook on my android (Huawei P20 pro) continues to work fine.

        Passwords the same.

        Thankyou for the settings, the issue is when I try to login online. I enter my email address and click login to get the error message below (the same whether I use my wifes email address/pwd or try logging into broadband account.

        Kind regards, Steve

        Sorry, something's gone wrong

        As there may be a problem with your device's settings, we aren't able to let it sign in to My Virgin Media for security reasons Try signing in on another device.

        Error Code: FSB50

  • simonplummer's avatar
    simonplummer
    Joining in
    2 years ago

    All, inevitably I have had the same issue. A bland non-explanatory useless message providing no direction for resolution. After spending 20 minutes laughing at the VM (equally bland) responses asking to clear caches etc I got down to investigating. Oddly this error refers to "due to security we can't let you login" - well what they are actually asking you to do is reduce your security in order to log in!!! I noticed that there seemed to be a pattern in the responses around security software - one user directly referenced NordVPN. I too use Nord and tried this when both connected or disconnected from the VPN to no avail. Here the plot thickens a little - Nord is no longer just a VPN. It has additional security features that can be enabled/disabled. I tested this on my client - low and behold reducing my security (not good Virgin!!!) by temporarily disabling the 'web protection' element of Nord allowed me to login without issue. 

    So basically, if you have this FSB50 error and use Nord, disable (only temporarily!) the web protection functionality. If you don't use Nord, take a look at your security package and ascertain if it does something similar - disable (temporarily again!) and test - if it works then there is some poor design going on from Virgin's perspective. This is the only site I have issues with.

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hello simonplummer.

      Thanks for your helpful post. 

      We do appreciate the information you have given us.

      Our team are aware of the FSB50 error with certain security software.

      Especially CCleaner being the main culprit.

      Gareth_L

    • ianreid2's avatar
      ianreid2
      On our wavelength
      2 years ago

      Hi simonplummer,

      Thanks for your post I will try your suggestion next time I am unable to log in. It appears random that I can't log in & get the error message, I have had my Nord VPN on for a couple of days with no issues.

      Gareth_L, you say the team are aware of the issue but are they trying to fix it? I do not use CCleaner as stated in my previous post but do use Nord VPN can you make them aware that this is causing issues also

      • Zoie_P's avatar
        Zoie_P
        Forum Team (Retired)
        2 years ago

        Hi ianreid2, 

        Thank you for your post, I do not have an update but I can chase this up for you to see where we are at with this fault.

        Thanks, 

        Zoie

  • Dr_Paul's avatar
    Dr_Paul
    Joining in
    3 months ago

    I can't log in to my Virginmedia account and so can't gain access to my e-mails. The code FSB50 is given, and I'm advised to sign in on another device. I can't do that as I do not have any other device. The excuse given is 'security reasons', nothing more specific than that. This hasn't happened before. What can I do?

    • Dr_Paul's avatar
      Dr_Paul
      Joining in
      3 months ago

      It seems to be working now, as I've managed to sign in. Nonetheless, it's all a bit baffling.

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        3 months ago

        Hello Dr_Paul,

        Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you had with your online account and email but glad to see that its now been resolved. Is everything still okay?

        Kind Regards,

        Steven_L