on 13-10-2021 12:39
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.
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on 13-10-2021 14:47
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,
New around here? To find out more about the Community check out our Getting Started guide
on 13-10-2021 14:47
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,
New around here? To find out more about the Community check out our Getting Started guide
on 13-10-2021 15:57
Hi nothings coming up with the plum envelope
on 18-10-2021 08:07
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,
New around here? To find out more about the Community check out our Getting Started guide
on 22-10-2021 18:09
Hey, I'm still waiting to hear from the IT team is this normal to wait a week to be contacted?
on 22-10-2021 20:51
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
on 22-10-2021 20:55
hi Serena I've tried logging in and it's saying exactly the same as before so nothing has changed
on 22-10-2021 21:08
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
on 23-10-2021 12:57
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,
New around here? To find out more about the Community check out our Getting Started guide
on 26-01-2022 13:14
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