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caryl576's avatar
caryl576
On our wavelength
12 days ago
Solved

Virgin Account Password not Verified

When i tried to sign in to my Virgin Media account today I was taken to a new (to me) combined Virgin/O2 sign in page where my current password was not recognised

I was prompted to enter my email address (a blueyonder.co.uk one in my case) and to create a new password which i did

I was then asked to provide a non-virgin media email address as well so they could send me something to verify my account. I gave an outlook.com address and received a verification email and clicked on it which apparently verified things

I thought i'd done everything i needed to, however when i tried to sign in to my virgin media with my blueyonder email address and new password it refused to accept it saying 'password not verified'

after a lot of struggling i managed to come up with a partial work around

I tried siging in with my outlook (ie non virgin) email address. This allowed me to create a new virgin media 02 ID account. I was sent an email to confirm the account was successfully created.

I then signed into that new virgin media 02 ID account and was prompted to link my virgin media account which i was able to do using the account number, and area reference number from one of my virgin bills

i was then prompted to sign in to my virgin account which i did using the new password i'd created earlier which worked and the accounts were linked. I then got another email saying i'd sucessfully linked my virgin account to the virgin o2 ID

I can now get to my virgin media home page by signing in to the virgin media 02 ID account (with my non-VM email address)

a bit of a mess but at least i can access the website again

I'm posting this as it looks to be a common (new) problem.... at least one of the other posters also mentioned they had a blueyonder email address (part of the problem?). It seems when your trying to sign into the new vm/o2 page it wants a non virgin email address for 2 factor authentication purposes, and allows you to verify that, but does not verify your virgin email address at the same time (or give you the option to send a verification email to it to let you do so)

it would be good if one of the MODs could pass the problem over to the tech team to see if they can solve it as although this work around works i'm sure it's not really an ideal solution

  • caryl576's avatar
    caryl576
    3 days ago

    I'm back in again,

    it looks to me like you cant use an existing virgin media or O2 email address to create the vm/o2 ID, but once i use an outside address i was able to create the ID, link my existing virgin media account & email address and then get back access to my account

    (When i was initially trying and used the forgot username route i didn't get any emails or tips back)

5 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    10 days ago

    Hey carlyl576, thank you for reaching out and we are sorry to hear you are having some account issues linking this up.

    What happens when you go down the forget username route, do you get any emails or tips to get back into the account?

    Have you had any luck since Saturday getting in?

    Is it just saying the email is not valid when you are trying to login?

     

    • caryl576's avatar
      caryl576
      On our wavelength
      3 days ago

      I'm back in again,

      it looks to me like you cant use an existing virgin media or O2 email address to create the vm/o2 ID, but once i use an outside address i was able to create the ID, link my existing virgin media account & email address and then get back access to my account

      (When i was initially trying and used the forgot username route i didn't get any emails or tips back)

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

        HI caryl576 thanks for the update.

        Does this mean you have full access now? And does this mean you consider yourself to have resolved the issue you've been having? If so, thanks so much for sharing with your fellow community members.

        Regards

        Lee_R

  • Stefthepest1's avatar
    Stefthepest1
    Settling in
    2 days ago

    I’m having a similar problem, I have been unable to access my emails for more than a week now. I’ve spent many hours on the telephone nobody can help me and I’ve been given another ticket which estimates 7-10 days for issue to be resolved.

    I even had one advisor make me buy an add on to my contract which she said would help I’ve since been informed it won’t fix my problem. 

    My gmail is connected to my virgin account and I keep going round in a loop. I’ve got 2 gmail accounts I’ve updated passsords but the one connected to my emails isn’t working. 

    Customer support has been poor some are better than others but I’ve been cut off, not phoned back when they said they would. I had to change my memorable information because the last person I talked to said it didn’t correspond to their details.

    in short it’s been a mess and so stressful. I’ve been given incorrect advice and charged money on top of my account which I will need to check my next bill.

    I even had to give last four digits of my bank account going through security. 

    Can anybody help me please? I get bank stuff through emails, medical correspondence and bill notification. I need my email.

     

    thank you