New laptop and both Chrome and Edge just loop when logging into myvirginmedia

[Kentrainbuff]

Just setting up a new laptop (Windows 11, ASUS Zenbook) and when I try to login to MyVirginMedia, get to the Login-Register page, click Login and it just hangs with the virgin logo looping. both Chrome and Edge are doing same thing.

Have rebooted laptop many times, browsers are fully up to date, using Norton 360 with browser extensions for safe search and tracking.

No other web page requiring login is having this problem.

If I go back to my old laptop or another laptop, seems to work fine.

MyVirginmedia App on phone appears to work fine.

Anyone got any ideas why this is happening?

Thanks

Ken

[goslow]

Temporarily disable Norton/extensions and test.

[Robert_P]

Hello Kentrainbuff

Sorry to hear of the login issues with your new laptop and your Virgin Media account. From the information provided and the issue not happening on other devices, it may be a settings or antivirus issue on the new laptop. Have you been able to follow goslow's advice? Did this resolve the issue?

[Kentrainbuff]

I have disabled all Norton extensions, shutdown and reloaded Edge and Chrome and I still get the hanging loop after hitting SIGN IN button.

All other devices I have tried logging in on have had no issues so I am at a loss as to exactly what it is about this new laptop that is upsetting this. No other website I usually visit suffers this problem and I can see there is a history of this problem going back past 2023.

Anybody got any other suggestions?

[goslow]

Try starting the Win 11 laptop into

safe mode with networking

Option 5 from the safe mode menu choices

https://www.windowscentral.com/software-apps/windows-11/how-to-boot-into-safe-mode-on-windows-11

Test the VM login in safe mode with neworking. Safe mode is a stripped down version of Windows which can be used for testing purposes

When you restart the laptop it should return to normal Windows operation

We have seen a couple of recent topics on here where security programs were interfering with the login process for My VM and VM webmail. A VPN running has also caused an issue with log in.

[Kentrainbuff]

Well I tried this, followed the instructions, got hold of my bitlocker key, got all thee way to it rebooting in safe mode for networking and then it came up saying it could not access my pin to let me login. When I pressed the button to set a pin it just crashed out and rebooted into normal more.

I have compared the norton and edge and chrome settings with regards extensions, history between the laptops that work and this one that doesn't and can find no difference.

I will try this safe mode again and see if I can get it to work.

Ken

[goslow · Accepted solution]

Hmmm, I think if you can't reliably boot into safe mode, and you have bitlocker enabled, I would probably give that a miss in that case. You may end up locking yourself out of the laptop entirely!

[Kentrainbuff]

Well I thought I'd got myself a brick after second time of doing this. Rebooted a few times and all seemed back to normal. Went into windows updates and  there was a shed load of them being done. Waited until they had all sorted themselves out, went back in and it now seems to work.

I am going to check after readding the extensions but they are in place on the others so should work still.

Ruddy technology!