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Albow
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Still can't login to Virgin Mobile account

After a whole week I still can't access my Virgin mobile account.  I've posted this in the main mobile forum but I'm getting no response - there seems to be a bit more moderator input on this forum.

I've deleted my cache and cookies.  I've tried a different browser.  Nothing works.  I need to get into my mobile account - please!!!

The app on my phone works, but I have 3 phones on this account and I can't see those on the app.  Please give me some info on what's going on, or how I can get access to my account!

Alex_RM
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Message 2 of 13
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Re: Still can't login to Virgin Mobile account

Hi Albow,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you're having some issues logging into your mobile account. 

 

Can you please advise what happens when you try to log in? Any error messages?

 

Alex_Rm

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Albow
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Message 3 of 13
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Re: Still can't login to Virgin Mobile account

I get the login screen and recaptcha, but when I enter my details I get:

We’re sorry that you are unable to log in to Your Account at the moment.

If you have recently ordered a new Virgin Mobile phone or SIM and were super eager to get going, it might be that we are still verifying your details. This should be resolved soon, so please try again shortly.

However, if the issue persists or you’ve been registered for a while, please give us a call on 0345 6000 789* for more information.

*Please note standard charges apply. Please check with your network operator for rates.

It's been like this since saturday 14th Nov

Thanks

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Alex_RM
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Message 4 of 13
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Re: Still can't login to Virgin Mobile account

Thanks for getting back to me 🙂

 

We were aware some were having an issue with this at the beginning of the week, but it's since been resolved.

 

I've popped you over a private message so I can get a few more details from you so I can look into this.

 

Alex_Rm

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alexanjen
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Message 5 of 13
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Re: Still can't login to Virgin Mobile account

Exactly the same here for over a week...

Screenshot_20201122-153445.png

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Albow
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Message 6 of 13
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Re: Still can't login to Virgin Mobile account

Apparently they're going to have to reset my account - no idea why.  And I've seen that another member has had this exact same issue.  Fortunately someone from the team on here is sorting it (hopefully!!), but the other member had to phone virgin and it took them an hour.  Arghhhh.

 

Might be worth giving them a call

 

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alexanjen
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Message 7 of 13
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Re: Still can't login to Virgin Mobile account

Back to this again now...

Screenshot_20201123-013332.png

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Paul_DN
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Message 8 of 13
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Re: Still can't login to Virgin Mobile account

Hi Alex,

 

Thank you for reaching out to us in our community, I am sorry to hear you you still aren't able to log into your online account, there were know issues however this has since been resolved, have you tried different browsers and devices?

 

 


I will be more than happy to help, so I can access your account I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 

Regards

 

Paul.

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alexanjen
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Message 9 of 13
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Re: Still can't login to Virgin Mobile account

Hi Paul.

I have tried different browsers after clearing cookies and have tried different devices

I have tried to reply to your message but I keep getting an error stating that I have included an invalid HTML - but I haven't...

Thanks

John

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Paul_DN
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Message 10 of 13
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Re: Still can't login to Virgin Mobile account

Hi Alex,

 

I have sent again.

 

Regards

 

Paul.

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