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Service status access - cannot sign into account

Fibre optic

When I go to VM's service status page, it asks me to enter my postcode and the last name of the account holder, but when I do that, it says that it can't find my account and to sign in instead. However, when I sign in, it still asks me for my postcode and last name, then says it can't find my account, so I'm unable to access any service status info.

I've tried it with a couple of different web browsers.


[MOD EDIT: Subject title changed for clarity]



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Fibre optic

I dunno why a mod changed the thread title. The issue is not that I can't sign in. I can, cos it gives me a "Log out" option at the upper right. The issue is that even when I'm logged in, it still asks for my postcode and last name, then it still says it can't find my account when I provide them. Clearly I have an account as I am signed into it, using VM services, and paying a monthly bill!

Fibre optic

Is there any way to actually get support/answers on here these days? VM's customer service is an absolute JOKE.

Hi @Sigma 

Welcome back to the community forums 

Sorry to hear of your concerns with accessing your account or service status page access. 

The responses on the community forums are not instant and can take a few days for a response (depending on business demand). 

Can you try clearing your cache and cookies to see if this helps resolve the issue? If not, do you get the same error when using another device and browser at all? 

Do you get the same error when running the checks through the My Virgin Media App? 

Here to help 🙂
Virgin Media Forums Agent