New TCL tablet will not let me access virgin media

[Norette]

Hi there

I purchased a new TCL tablet on Sunday and everything was working fine. However yesterday morning it would not open my virgin media account. It asks for my email and password which I enter to sign in but then it doesn't load and just keeps saying logging in. I am still able to access my account on my old tablet but this tablet is on its last legs. We tried a factory reset on the new tablet but it still won't load my account just keeps saying logging in but nothing happens. Can anyone help please.

[Client62]

Try a different web browser on the TCL tablet.
E.g. Try with Chrome / Edge / Firefox - install from the APP store as needed.

[Norette]

I go in through Google but when I enter virgin media it says running on chrome.

[Norette]

The only way I can access my emails on my new tablet is through webmail but I can't login to view my account or bills on virgin media.

[Ilyas_Y]

Hey @Norette Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues you're having with accessing My Virgin Media with your TCL tablet. 😢
Which web browser are you using to access the MyVM site? Have you tried to clear and cache and cookies and see if this assists?

Or have you tried private browsing?

Let us know and we can go on from there.

Kind regards,
Ilyas.

[Norette]

Hi Ilyas I go in via Google but when I click on Virgin media website it says running in chrome. I get to the sign in option enter all my details then it goes to logging in and nothing loads and I have a blank screen. On my old tablet I also go through Google but when I click on Virgin media website it says running in chrome and then I go to enter my logging details and am able to log in. I am in my mid 60s and not technically savvy and have to rely on my daughter to help with setting things up. She has set up the new tablet and it seems to be the virgin media  website only which I am having problems with on the new tablet. You mention clear cache and cookies but I wouldn't know how to do this for Virgin media. 

[Zach_R]

Hi @Norette,

Can you clarify what you mean when you say you go in via Google, please? Are you using the Google Chrome browser, or are you using a different browser such as Internet Explorer, Safari or Mozilla Firefox?

Do you have any other devices you can test currently to see if the issue is the same currently, such as the old tablet that you've referred to?

We're basically trying to work out if this is perhaps browser and/or device related and specific.

Thanks,
 

[Norette]

Hi Zack 

When I enter  a website in Google on my old tablet it allows me to access the virgin media website and i am able to log in to my account. It says it is running in Chrome. However when I do the same on the new tablet it takes me to website and the log in page but once I have entered my details it says logging in but all I see is a blank page and nothing loads and it just keeps saying logging in. 

[Client62]

A pop up blocker or ad-blocker on the tablet may be preventing the VM a/c from working.

[Norette]

How would I know and I can I clear this