Unable to log-in to my account, nor email. FSB50

[Minimac]

Like a few others, I have been unable to log-in to My Virginmedia, and especially my virgin mail, for the past three days.  Have tried sorting it out via the various so called 'Help' pages to no avail. You only get to Chat to a menu-ed chat box. Does anybody know what the error code FSB50 actually means? 

I've turned off my VPN,  cleared my browsing history and cache, and tried using Edge instead of Chrome to log-in.

I think there will be many people out there looking for clear, helpful responses from Virgin!!

Minimac

[johnat92]

Got the same problem & tried everything.

The idiot I spoke to at VM told me to log in then . . . .

I CAN'T LOG IN!

[Ashleigh_C]

Hi there @Minimac 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you so much again for posting. 

I'm going to pop you a private message so we can take a closer look into this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[coenoby · Accepted solution]

@Minimacand @johnat92 

This may seem a strange question but do you have the privacy software Kamo installed on the devices that are getting the FSB50 error message? Or have you installed CCleaner because Kamo comes bundled with it?

The reason I ask is that the FSB50 error was reported on another part fo the forum sometime ago and resulted in a very lengthy series of posts.

In one of the later posts in that thread @Stumbler  reported they had found a solution (see it here  https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Can-t-login-to-My-Virgin-Media-to-s...

Stumbler reported that the cause of the problem seemed to be the security software, KAMO and once they removed it the FSB50 error disappeared.

Kamo is a privacy tool designed to stop top online tracking, perhaps in this instance it may be over zealous.

Coenoby

[Minimac]

The removal of CCleaner worked!  Maybe the recommendation should be pinned?

Many thanks

minimac

[coenoby]

@Minimac 

Thanks for confirming it worked for you.

Coenoby

Edited to add: You might consider giving @Stumbler kudos on the original post that I linked to - it was their work that found the solution.😉

[johnat92]

No Kamo or CCleaner, still can't log in!!!!!

[coenoby]

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@johnat92 wrote:

No Kamo or CCleaner, still can't log in!!!!!

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Ok thanks for that update. So it seems they are not involved in your case.

Do you have any other privacy tools installed?  Or have you disabled javascript?

If so try enabling javascript in your browser and see if that solves the problem. That's just my suggestion by the way.

Coenoby

[booler2002]

managed to log in after someone suggested refreshing sign in page several times to move onto next stage same againfor password  a bit frustrating but managed to get to my emails but someone needs to sort this out ASAP please

[Gareth_L]

Hello booler2002.

Sorry to hear you are having similar issues.

Can we please ask if this happens on various browsers?

Have you also tried a private web page to log in with?

Gareth_L