Can't login on my phone

[NumbNutts]

I am using a Samsung phone running Android. No matter what browser I use or the VirginMedia app I cannot get logged in using my email address and password. I know these creds are correct because I can log in on my pc, tablet etc.

The VirginMedia app does not like my NTL email address saying 'X Please enter a valid email address'. The account is still very much active as I send and receive emails daily. I think the problem may be that my email address does not follow the convention of 'first name, dot, surname@ntlworld.com'. That was changed a few years back when I was being bombarded with spam.

Anyone out there have any ideas? It would be so useful to be able to pick up email on my phone.

[Travis_M]

Hi @NumbNutts

Good afternoon and thanks for posting on our community forum!

I hope you're having a great day and sorry to hear about the issues you're having with logging in.

Just to clarify, it's strictly the Samsung phone you're unable to access your account on? Regardless of the email address if you can log in on your PC or tablet you should be able to log in on your Samsung - have you changed the keyboard set up you use on the phone at all?

Regards

[NumbNutts]

No I have not changed the keyboard setup. I can see that I am typing the correct email address, it is just rejected. I've just checked my phone and the language & keyboard are set to English (UK).

[coenoby]

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@NumbNutts wrote:
 have not changed the keyboard setup. I can see that I am typing the correct email address, it is just rejected.

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There may well be an issue with your VM email account. To check that try siging into the email account directly on the VM website. You can use this link https://mail2.virginmedia.com/ Just enter your VM email address and then enter the password when prompted.

If you can access the email account from there it strongly suggeests there is a problem with the email app on your phone. You coud try deleting the VM account from the email app and then setting it up again.

However, if you get an error from the VM website, you could try following the advice VM have posted here https://community.virginmedia.com/t5/Email/Email-accounts-locked-mailbox-unable-unable-to-access-ema...  and resetting the password on the email account. That often restores access.

If that does not work or you hit any snags just post back here with details of the error messages that you get.

Coenoby

[NumbNutts]

Thanks for the advice Coenoby. Unfortunately none of it made any difference to the virginmedia app so I binned that off and have configured MS Outlook on my phone to use my NTLworld account and that is all working great now. So Success.

[coenoby]

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@NumbNutts wrote:

 configured MS Outlook on my phone to use my NTLworld account and that is all working great now. So Success.

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Glad to hear that you have got your emails up and running again. Other email apps are available if you ever find problems with Outlook. 😉

Coenoby

[Twityk]

I had the exact same problem as NumbNutts - tried to log in to Virginmedia.com on a Samsung phone operating on android. The error messsge I was getting was the same. I was managing to log in ok via my ipad and PC without any problem. It was just the phone that was having issues. I eventually solved the problem. 

When I had been starting the login process by entering my username (i.e. my ntl email address) I was taking advantage of the predictive text option offered by the phone. As all mobile phone users know, as you type in words on the keyboard, various suggestions start to appear just above where you are typing. My full email address would be one of the options offered to me and I was hitting this, so pre-filling the username box. I then would enter my password, only for the login to be rejected as described by NumbNutts. The issue was very easily resolved by ignoring the predictive text and typing in the full email address manually followed by the password. And I was in!!!!! I thought that maybe having successfully signed in once, maybe I could login in again using the predictive text method, but alas NO! If I want to sign in on my phone I now need to use the slower method

[Lee_R]

Hi Twityk, thanks for posting and welcome to our community.

Sorry to hear you were having issues accessing My Virgin Media via your android phone. Also, thanks for confirming you've managed to find a resolution. Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.

Regards

Lee_R