So, Ihad an issue with overcharging for data on one of my mobile accounts recently. Because of this I'd been logging in to check my allowances more regularly than normal (once per week or so). As of a couple of days ago, the email address that I use to log in withis no longer recognised by the system.
What I mean by this is that after I enter my email address and password a yellow cross appears next to the email address with the message 'please enter your email address':
I use a password manager so I know that the email address and password combination are correct but as a precaution I decided to reset my password anyway.
The password reset message was then sent to the very email address that the system claims not to recognise. Needless to say thatafterresetting the password the system still rejectsmyemail address. sigh.
I want this fixed quickly because I want to check the allowances on my accounts before they roll over in a few days, which is supposed to be super-easy according to the VM blurb.
Hi, I have exactly the same problem. When I called Virgin mobile they told me to create a new mail account with a different provider. Great! I actually own my domain and have since 1999. I have been with Virgin for 3+ years making me create a new account just to access my bills online because Virgin is too lazy to look into the issue is totally unacceptable! I do have an alias though, which I tried to use to set up a new account with Virgin but when I entered my mobile number I was unable to verify it using my security question - it didn't work. I use the same security question across all my online accounts so there is no way I've got it wrong.
I'm having exactly this issue. Looks like the form is parsing the field to double-check it's formatted correctly before sending (i.e. it's not a "we don't recognise those details" error, but "that's not an email address"). I have a hyphen in my email address, which is the only thing I can think it's objecting to. Really irritating not being able to log in.
I have this problem and my email address has a hyphen in the domain part of the address (e.g. firstname.lastname@example.org) and I am unable to log in.
This needs to be escalated to the dev's urgently.
It is not acceptable that the validation has changed to exclude email addresses with hyphens. These are perfectly valid email addresses providing it follows a simple rule that hyphens cannot be at the start or end of the domain part of the email address. Can I suggest the devs read the RFC's or even Wikipedia's page on email addresses (https://en.wikipedia.org/wiki/Email_address - the part regarding domain name)
I have the same problem, i.e. a hyphen in my email address. Ive been using this account since I first became a Virgin Mobile customer over TEN years ago and suddenly I can no longer access my mobile account.
Totally unacceptable Virgin.
If you can't fix it then I can find plenty of alternative mobile suppliers. I'll change phone companies before I change my email address!
Oh, and if you say you'll phone me back then at least have the decency to do so!