Trouble with the app

[Chrispbacon]

Hi all, having trouble logging into the app. When I try to log in it says can't recognise the email.or password but when I try to register it says I already have an account with that email. Also.put my account number and area code but no luck. Heeellp. I have phoned customer service but they told me to log in online wich is the same as the app.

[Zoie_P · Accepted solution]

Hi Chrispbacon, 

Thank you for your post and welcome to our forums 🙂 

I am so sorry to hear you have been having issues with logging in.

Can you just clarify, have you left us and come back, did you move home? Are you trying to register or sign in?
Zoie

[Chrispbacon]

Hi. No I'm a new broadband customer 

[Chrispbacon]

Thought I'd already registered but it just won't let me log in then when I try and register again it says I already have an account.

[Zoie_P]

Hi Chrispbacon, thank you for your reply.

Have you tried resetting the password if it advises you are already registered? Are you using a browser rather than an app?

Zoie

[Chrispbacon]

Yes I've tried resetting the password. I'm doing it on the app but it goes to another page to log on.

[Chrispbacon]

When I try to change my password is says use the email that you used to sett up virgin, whi h I am then it says can't find an account for that email. But when I try and and create an account it says email already has account. 

[Travis_M]

Hi @Chrispbacon

Thanks for posting on our community forum!

I'm going to drop you a private message now to collect some more information, please keep an eye on your inbox.

Regards