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No confirmation email

Joining in

This issue seems rather common around the community.

My broadband set-up is scheduled for tomorrow, yet I am still unable to log in my account.

Should I expect any issues between me and the sweet Internet?




Forum Team
Forum Team

Hi @alexardei 

Thank you for reaching out to us here, welcome to the community.

Please accept our apologies for the difficulties you are having, I would be more than happy to take a look at this for you and check that everything is on track to get you connected . In order to do so I will need a little bit more detail so I will send you a private message.

Thank you


Here to help! I'm an install manager helping out whilst working from home. Find out more



Fun fact is that VM broadband is up and running in my flat, but I still haven’t received my confirmation email, hence I can’t actually do much as regards my services etc.


This is really weird.


Thanks for coming back to us @alexardei, did you have a private message conversation with VM-Jon to try to get this resolved or would you like further assistance on this.

If so, please respond to my private message and we can get started.



Hi @Steven_L ,

We managed to get this customer connected however they still haven't received their welcome mail. I have escalated this so you should be able to pick up those details now. Please can you take a look?

Thank you


Here to help! I'm an install manager helping out whilst working from home. Find out more

Forum Team
Forum Team

Sorry @alexardei the screenshot you mentioned wasn't attached to your last message, so I had to ask that question.

Thanks for confirming those details @alexardei, I have requested that a new email be sent over to you to confirm your email address, please look out for this mail for the next hour or two and also please check your spam/junk folders as the mails can find their way into those folders.

Please let me know how it goes and if you dont get the mail, please let me know. 







Hi, Steven

Sorry for being snappy, but it's not my first rodeo with this.

While I did receive the email (ss attached this time hopefully), both linss.png, both links retrieve errors, namely 

Sorry, we can't confirm your username

You may have already confirmed this username or requested a new one.   and "Either the link you clicked is broken, the page has moved or you typed the address wrong."

Thank you @alexardei 


I'm so sorry to hear that the username validation was giving this error. We have seen some customers receive this error but still be able to log in with their details. 


Have you been able to try logging in with your details since clicking the link in this email? 


Thank you.

Finally, it works!


Thank you!!

Great to hear all sorted alexardei

Do pop back should you ever need anything


Forum Team

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