DEF01 Can't login

[Mwilletts]

 

Hi, go my new hub today.   All working fine but can't login to my virgin media properly as it keeps saying their is a problem. Did call up but I don't think the lady really understood my issue.

Thanks in advance

[Vikki_M]

Hi Mwilletts

Thank you for your post and welcome to our community.

We are very sorry to hear about the issues you are having with the online account.

Could you please try this via our webpage if you are using the app.

If you get the same error, please try a different browser.

Please pop back to us when you can. 
 

[Mwilletts]

I've tried 3 different browsers and a different device. 😂 😂 I can get into the app, but when go for example  to help, broadband, apps and extras, Web safe, trouble shooting and then manage settings, it come up with the same thing. 

[Vikki_M]

Okay thank you.

If you haven't done so already, can you please try deleting and reinstalling the app.

If this doesn't work, we will send you a private message and raise this with our IT team. 

Please pop back to us when you can. 

[Mwilletts]

I have done that and still get the same result.  I did have virgin media in the past, about 3 years ago. I have a feeling this may have caused an issue somewhere along the way.

Thank you for your help. 

[Akua_A]

Thank you for letting us know. Just to confirm, are you using the same email you used 3 years ago? When last recently were you able to have a fully successful log in?

[Mwilletts]

Good morning 

Yes, I'm using the same email as I was a few years ago.     I've been stuck in this position for a couple of weeks when I first signed back up for Virgin. 

[Vikki_M]

Okay thank you.

I will send you a private message now.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[nulasille]

I am also having the same issue and have spent time on the phone trying to sort to no avail! Please can someone help?