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VeryUnhappy123's avatar
VeryUnhappy123
Hanging out
2 months ago

Unable to log onto Virgin Media since Monday - help needed

Like others I have been unable to log into Virgin Media since Monday morning - I have cleared cache and browsing data repeatedly and tried on different machines and different browsers.  I have checked and rechecked and checked again that it is the right email address, by using my area code and account number on my bill.  I just get errors every single time in the URL line saying  "The Auth auth server has returned an error for the auth request - access_denied - Authentication failed & error=access_denied" when I input the correct email address.  I also get a blank login screen and just go round and round in circles.  Every day I am told there is a widespread technical problem and I should just wait but meanwhile I see messages on Community saying that the sign on problems are resolved.  I am at my wits end now.  I just hang on for hours to the helpdesk who are unable to help.

5 Replies

  • VeryUnhappy123's avatar
    VeryUnhappy123
    Hanging out
    2 months ago

    7 days of repeatedly raising this with helpdesk and I am still going round and round in circles.  Helpdesk suggested I reset password : I don't even get to that screen it just goes round and round in circles back to log in screen.  Where is the support here? I just get told 24 hours/ 48 hours etc on a rolling basis and no resolution in sight.  Meanwhile cannot access emails or account as cannot log in.

  • VeryUnhappy123's avatar
    VeryUnhappy123
    Hanging out
    2 months ago

    I have also used multiple devices and browsers and gone round and round in circles to the new login screen - I see other people getting their issues resolved but meanwhile locked out for 7 days from my VM emails and virgin account and no sign of resolution.  There is no issue with the GMail account I have used and I have repeatedly checked that it is the right email address.  It's very frustrating that the line pubhlished here is "Logging in issues are resolved" when helpdesk say that is manifestly not the case.

  • VeryUnhappy123's avatar
    VeryUnhappy123
    Hanging out
    2 months ago

    Support is non existent and every day since last Monday I am told it will be 24 hours to fix