Unable to change email address for log in

[Beeno]

I am experiencing 2 issues that I just cannot resolve:

1.  I want to change the email address I use to long in to Virgin Media via the app.  I change it using 'edit' in the Sign In Details but one the new email address is input I only get "You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before".  I do not receive any emails that I can check!!

2 I am unable, as many are including my mother, to sign in to my virginmedia account using a PC.  All I get is

Sorry, something's gone wrong

As there may be a problem with your device's settings, we aren't able to let it sign in to My Virgin Media for security reasons Try signing in on another device.

Error Code: FSB50

Please help before I feel it necessary to change to another providor.

[Molly_T]

Hi Beeno 👋 Welcome to the community!

Thank you for posting! Sorry to hear about these issues with My VM access. 

You have mentioned 2 separate issues here, relating to 2 separate accounts so we will need to deal with each separately. 
You should be able to update the Login email address for My VM via your settings in Account settings > Account details >Email 'Edit' button

You can read more about how to manage your My VM account in this help page. How to manage my account | Virgin Media Help

As you have mentioned being unable to do this online, I will also send you a PM to confirm a few account details so we can offer support doing this manually for you if needed!

In regards to your mum's My VM account, we will need to then run through another separate set of account security to offer support with this. In the meantime, if you can try clearing the cookies and cache, and trying an alternative browser on the same device to see if the issue persists? 
I will then also offer support with this via our PM messages if needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[Beeno]

That's what I am trying to do.  To change the email address I log in to the app on my phone and I am doing exactly as you say but still get this error after I put the new email address in twice as requested- "You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before".

I can only log in using my phone and the app.  When I try using my PC the other error is received as below

Sorry, something's gone wrong

As there may be a problem with your device's settings, we aren't able to let it sign in to My Virgin Media for security reasons Try signing in on another device.

Error Code: FSB50

My mother gets the same error code when she tries to log in to her account on the PC.  If I can understand why I cant log uin using a PC then maybe we can get her sorted also.

[Matthew_ML]

Sorry to hear this Beeno, I can see my colleague has sent you a private message about this.

If you can reply to my colleague they will then of course look into this in more depth for you. Cheers