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Infinite loading on log in page

Tuning in

Just got Virgin internet Friday and I'm trying to login to My Virgin Media account to turn off safety/parental controls but I get infinite loading screen that does not progress. This happens on both my PC (normal and incognito browser with no ad blocks, cookies enabled) and on my mobile browser when using WiFi and 5G.

I'm also having issues with the Virgin Media Connect app not being able to find my Hub 5.


Forum Team
Forum Team

Hi there @PorgsOfWar 

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 are facing issues with your service. Can I just check, are you able to access your account via the My Virgin Media app at all? 

Yep, I can log onto the My Virgin Media app.

Thank you for popping back to us @PorgsOfWar 

Our teams are aware of a wider issue effecting people logging into My Virgin Media via the website and we have reported this to our teams. 

As soon as we have an update we will post on here to the forums. 

Thank you and we are so sorry for the inconvenience caused. 

I have the same issue, sometimes it will let me log onto the homepage, but any other page just keeps perpetually loading.

Since the log in page still isn't working, can someone from Virgin turn off my parental controls for me?

Forum Team
Forum Team

Hi @PorgsOfWar 

Sorry to hear this is still not working for you. 

We can look to see if we can make these changes at our side for you. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 


Here to help 🙂
Virgin Media Forums Agent

Forum Team
Forum Team

Thank you for joining me on private message @PorgsOfWar 


Glad we were able to get this requested for you. If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 


Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 


Here to help 🙂
Virgin Media Forums Agent

Can I get my parental controls turned off please ?

Thanks for your post @Lescortopsham, and a very warm welcome to you!

I'd be happy to pick this one up to help you.

Check out the envelope in the top right hand corner for a private message from me.

Kindest regards,