on 17-02-2020 23:52
Hey,
I’ve already signed up to My Virgin and used the app for months however I’m now in a complete loop with the thing.
Its saying my email and password is wrong (even though I know it’s not) so I tried resetting the password and I’m getting through the security, putting in my new password and after hitting continue I get the following error “Some information is missing or incorrectly entered. Please check below and try again” despite there not being anything missing.
Thanks
on 20-02-2020 14:43
Hi Sean_Clark97,
Thank you for your post and welcome to the community.
I'm sorry to hear you're having issues with the app.
Can you confirm if you're referring to the Virgin Media Connect App or Virgin Media Account App?
^Martin
on 20-02-2020 19:38
It’s the virgin media account
thanks
on 20-02-2020 21:06
Thank you for that.
Can you confirm if you're able to sign into your online account on other devices?
Have you tried uninstalling the app and then re-installing it to see if that then allows you to sign in?
Can you confirm if this is happening on both WiFi & Mobile Data?
^Martin
on 20-02-2020 21:47
Doesn’t work on other devices.
works on both the website and the app
tried on both data and WiFi
thanks
on 20-02-2020 21:58
My apologies Sean_Clark97.
Just to clarify is it currently working on the website and the app or not?
^Martin
on 20-02-2020 23:45
It’s not working on either
thanks
on 21-02-2020 08:41
Have you ensured that your new password meets the following requirements?
Beth
on 21-02-2020 09:30
Yes, as I said in the forum post I enter the new password and it gives me an error I then enter it again and it puts me back to the beginning again.
on 21-02-2020 10:29
Okay, I'm going to send over a PM so I can take a look at this for you.
Check out the purple envelope in the top right hand corner!
Beth