Virgin Media Community

[Drew789]

There are several options I am unable to access on the My Virgin Media website, as clicking on them sends me back to a previous page in an infinite loop. Some examples:

Help and Support > Billing and Payments > View your bill - takes me back to the help section again

View Apps > Web Safe > manage your Web Safe settings - takes me back to the "welcome back" page you see when you log in

Please could I get some help with this as it's making it impossible to use these site features? I have tried in Chrome and Samsung Internet, have tried clearing cache, and have tried incognito mode.

[Gareth_L]

Hello Drew789.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with your home page.

Can you please see if that also happens on our App 

Gareth_L
 

[Drew789]

Hi Gareth, when I try to access Web Safe settings through the app it just opens a browser window and the exact same thing happens from there as trying to access it in browser normally, i.e. it takes me to the front page and trying to access web safe settings again just takes me back there. I should also mention that when I open the app, it seems to think I'm logging in under my dad's plan (I recently moved house and was on his broadband until then) as it shows his name and says I'm using a secondary account.

[Gareth_L]

Thanks for the reply Drew789.

Now you have moved you will need to set up a new online account.

Have you got your new account details.

You will need to use a new email address, gmail etc. As your email will still be linked to your Dads account.

That explains the reasons why the pages keep looping.

If you have any issues setting this up, please let me know.

Gareth_L

[Drew789]

Hi,

I'm still having issues I'm afraid - I try to register my new account, but when I put in my details (even if I use an alternative email address), it pops up and tells me there's already an account, but when I try to sign in it appears to still be my dad's account from my old house. I click on the option under "Trying to register for a different account?" but it just prompts me to enter my account details again, and it goes around in circles. Any ideas?

[Chris_W1]

Hi Drew789, thanks for the message and welcome back to the forums. 

It looks like the email address which you are using is registered on an old account.

We could so a move and transfer/IT ticket or you can register with a new email address. 

Kind regards, Chris.