Virgin Media Community

[Mew626]

Hey, I've been having issues with my virgin media app, I'm trying to log in with my email address that I get my bill to and it's saying that it's not recognised so I then put it in to join and it says to look for an email I was sent with a link but no email has arrived and I'm unsure if I've deleted it by accident when I became a virgin broadband customer. I've tried talking to someone on WhatsApp but all it keeps saying is do you wish to hold, so I say yes then straight away it says it again and again everytime I say yes.

[Hayley_S · Accepted solution]

Hello @Mew626,

Welcome to the community page, thank you for posting on here.

I am sorry you have been unable to log into your online account.

I will need to send you a private message to make sure we have the correct email on your account, please look out for my plum envelope at the top right of your screen.

Many thanks,

[Mew626]

Hi nothings coming up with the plum envelope 

[Hayley_S]

Hello @Mew626,

Thank you for talking to my in a private message.

I have checked the IT ticket we have raised, it is still waiting to be worked.

It is the first day back in for the IT team today for the week, I will keep you updated 🙂

Thanks,

[Mew626]

Hey, I'm still waiting to hear from the IT team is this normal to wait a week to be contacted?

[Serena_C]

Hi @Mew626

I've taken a quick look and your IT ticket has been marked as fixed today 🙂

Please ca you try logging in to the app now and let me know how it goes?

Kind regards,

Serena

[Mew626]

 hi Serena I've tried logging in and it's saying exactly the same as before so nothing has changed 

[Mew626]

Hi Serena 

It says it doesn't recognise my email or password so clicked on forgot my password and says it will send an email to me with a link but no email has arrived in inbox or junk 

[Hayley_S]

Hello @Mew626,

Thank you for updating me with this.

I will escalate the IT ticket for you now, I am sorry it is still not working.

Many thanks,

[andy1494]

I have the same issue on two separate phones it won't let me log in it will on pc not mobile either through browser or your app