Virgin Media Community

[RJR75]

Same problem as many other posts, app crashes when trying to enter virgin media I'd. Tried all advice, nothing works.

[Reece_MH]

Hi @RJR75,

Thanks for your post, and welcome to our Community Forums.

I'm sorry to hear you're having problems logging in to the Priority App from O2. Can you please confirm your current device make/model, and the version of OS it is running?

Have you also tried to un-install and re-install the app?

Thanks,

[RJR75]

Devices  Samsung Tab A 10.1  and Sansung A70.  Uninstalled and reinstalled x3 on both devices.   Sometimes cannot login other times can get pass login then message states Oops, something went wrong.  There appears to be a problem signing into your account. Double checked virgin email and password are correct which they are.

The app recognises my email even after reinstalling but then error message appears.

[Reece_MH]

Hi RJR75,

Thanks for popping back with those details. Can you please confirm the current operating system and version installed on your devices? You can find this by going to your Settings app and searching 'Software Info' and then selecting 'Software Information' again.

Do you also have any VPN/Security software on the devices, such as McAfee or Norton? Are you able to log in to your My Virgin Media as normal?

What is the error you're seeing?

Thanks,

[RJR75]

Both devices use android 11. Use Norton on both.

Error message reads,   Oops, something went wrong.  There appears to be a problem signing into your account.    This can be after trying to log in and if the app recognises my email and after this.  There is no set pattern it seems completely random.

I am able to login with my virgin details on other apps Virgin Media and Sky Sports.

[Natalie_L]

Thank you. 

I appreciate you have removed the app previously but can you please try again but this time also delete the app data? 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

Thanks, 

[RJR75]

Did everything as requested. Have deleted all virgin apps as well as priority. Reinstalled priority, sign in attempted same message  re problems signing in shows.

[David_Bn]

Thanks for coming back to us @RJR75, is it possible to sign into your account via an alternative device to see if you encounter the same issue?

Kindest regards,

David_Bn

[RJR75]

Have signed in on another samsung a70 and an amazon fire HD 10. Both let me sign in with email and password but then same message something gone wrong appears as on previous devices.

[David_Bn]

Thanks for coming back to me @RJR75.

Sadly we would need to advise you that this would need to be directed to O2 if any further issues are occurring on the application.

Kindest regards,

David_Bn