Logging In To Virgin Mail - What a Faff!

[polly43]

Just lately, I am finding that logging in to Virgin Mail is becoming a full time job!   I always knew that they give a couple (or three) grid boxes of pictures for you to keep finding what they are looking for before logging in, but well, this morning was a joke!  I thought I was going round and round in a loop!  No less than ten, but probably more, lots of grids asking for motor cycles, buses, bicycles, cross-walks, traffic lights, cars, etc. etc. before I could actually get to my e-mails!  What's going on?  🙄

[jpeg1]

You'd almost think VM wanted you to give up using their email, wouldn't you? 

[Sabrina_B]

Hi @polly43 👋.

Thanks for reaching out to us, sorry to hear of the issues that you are facing with the Re-Captcha when logging into your emails, this action may be required as an extra layer of security to ensure that your personal data stays safe and secure. This can happen from time to time with various online account providers, not just Virgin Media.

[polly43]

Well, it's getting beyond a joke now.  Every single time I try and log in to my e-mail account, I have to jump through these hoops!   I don't mind a two or three of these things, like it used to be, but even today, I had no less than 8 lots of the blasted things!  I was in a hurry to get to a code I had been sent and needed to use as well!  😡

[polly43]

Just an after-thought: If these so-called 'Security' things are being upped to safeguard customers' accounts, it's not working very well is it?  I still get oodles of SPAM every day!  🙄

[Graham_A]

@polly43 Are you deleting saved cookies every time you close down your browser after checking VM webmail?  This action will increase the frequency with which you trigger the ReCaptcha pictures.  The same will happen if you regularly log out of one email address and then log into a different one in the same browser session.

[polly43]

Graham, my browser has and always has been, set to delete all cookies and everything else when it is closed down.  This is for my own security.  Bearing in mind that this always been the case, why have all these extra 'ReCaptcha; pictures started happening now? 

[Graham_A]

The only other thing I can think is that it is due to the number of mistakes you are making in clicking on the correct pictures.  You should only see a second grid if you don't get the first one right.  Have you considered trying the audio version?

[polly43]

Audio version? I didn't kow there was an audio version.  I fail to see how this could work!  If I make any mistakes, it's probably because some of the pictures seem to be impossible to see because they are such terrible ones!  Some are all deliberately blurry and others where you have to tick all the boxes that contain say, a motorbike:  does that include the mirrors on the motorbike and things like bags that are overflowing onto another square?  Or for that matter, the rider on the bike?   They do seem deliberately designed to make it hard to see or interpret!  I've been using Virgin e-mail for years; as a back-up now I admit, as I don't trust it as my main e-mail provider now.  It's not reliable enough.

[Graham_A · Accepted solution]

To use the audio version click on the headphone icon at the bottom of the screen.  On the next screen make sure your speakers are turned on then click play.  Listen to the phrase and then type it in the box provided and click verify.