Forum Discussion

RichardM34's avatar
RichardM34
On our wavelength
15 days ago

Unable to login

I am unable to login to view my Virgin Media Account either on the App or on my PCand also unble to access/view my email box.

The login box comes up asking for the email address which I input. Then the next box asks for my password. I input the password, press enter and nothing happens the page just sits there, no error message, no egg timer to suggest the page is even attempting to log me in.

Thinking I might have got the password wrong I tried again and clicked the "forgot password" link. Another box comes up asking for my email address I input it, press enter and then a message comes up that there has been suspicious activity and to try later.

Gave it an hour or so and tried again - exact same result.

Anyone able to help me please?

  • coenoby's avatar
    coenoby
    Very Insightful Person
    14 days ago
    RichardM34 wrote:

    I input the password, press enter and nothing happens the page just sits there, no error message, no egg timer to suggest the page is even attempting to log me in.

    I tried again and clicked the "forgot password" link. Another box comes up asking for my email address I input it, press enter and then a message comes up that there has been suspicious activity and to try later.

    I am wondering if the reason that you are not getting any apparent reaction when you press enter to sign in is because VM has trggered a Re Captcha test (the "select all buses" type challenge)  at that point but your browser is not displaying  the Re Captcha screen for some reason.

    If I was experiencing what you are seeing, the first thing I would do would be to try signing in to the VM account from a "Private" or "incognito" window in your  browser. See here how to do that  https://www.computerworld.com/article/1719851/how-to-go-incognito-in-chrome-firefox-safari-and-edge. 

    When you are in Private / Incognito mode your browser downloads fresh cookies rather than using the ones it has stored. That means that if you can access the account, or at least get to the next step in Private / Incognito, it suggests there is a problem with a corrupt cookie in your browser.  In that case, try deleting the cookies in your browser and see if that resolves the problem.

    If the problem still persists, I would try using a different browser to see if that works.

    Coenoby

     

    • RichardM34's avatar
      RichardM34
      On our wavelength
      14 days ago

      Thank you for the advice.

      i had tried signing in on several browsers but the reulst was the same all round.

      Anyways, happily, I have resolved the problem which, it turns out, was of my own making.

      At some stage I must have changed my login email address. I was trying to login using my original Virgin email address!!

      All sorted now.