on 03-07-2021 09:46
Every time I want to access my emails I am asked for address and password and a page then appears asking me how many traffic lights or crossings or bicycles can be seen. Now I understand being asked this OCCASIONALLY for security but not EVERY time I want to access my emails. I use Chrome browser and always have done. Never had this problem before until the last 2 months or so. I am so frustrated that I am considering cancelling my whole Virgin Media package which includes tv, broadband and landline...not cheap!
Can this be fixed or would I be better off moving to Sky?
Answered! Go to Answer
on 04-07-2021 17:13
@bimbo1 wrote:Thanks for that. I'll give it a try. I dont appear to have got the instructions you sent before...either that or I missed them during a senior moment.lol!
Go back to message 8 in this thread, which you appeared to acknowledge with your reply in message 9.
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03-07-2021 11:40 - edited 03-07-2021 12:08
There have been some mentions on here of some customers receiving excessive recaptcha messages in the recent past. I have just tried logging in, in quick succession, to 5 different VM email accounts (which has been a trigger for recaptcha to appear for me in the past) but no security prompts were triggered. Other past suggestions for the prompts have included things like fast typing/entry of credentials and/or other unusual activity from the customer's network as being a cause for the recaptcha trigger.
Have you considered gradually migrating your email requirements/usage over to a third-party provider outside of any ISP? If you were driven to moving your broadband/TV to another provider and away from VM, your VM email account(s) would close within 90 days of your service ending and you would lose access. With a third-party email provider, you can move broadband providers without affecting your email usage. You might also get better security such as 2FA depending which alternative service you chose.
on 03-07-2021 16:14
I was hoping that Virgin would respond but not so far. Thank you though for your input.
03-07-2021 16:54 - edited 03-07-2021 17:02
Best route if you want a direct line to VM support is to ring up. You've posted your query on a VM community forum so typically the first responses to topics will be from other VM customers. The VM forum staff will respond if the question raised is not being addressed fully by the answers of the forum community members or requires access to VM's systems for further information.
If you'd like a response only from a VM employee, the VM forum team usually respond within a day or two for unanswered questions but can take up to a week to reply.
on 03-07-2021 17:34
One thing I'd consider trying as a test is logging in using incognito mode. Do you still get the recaptcha?
Tim
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on 03-07-2021 21:44
Ok thanks for that, much appreciated.
on 03-07-2021 21:46
Not sure how I do that.
on 03-07-2021 22:00
If you're using Chrome click the 3 dots in the top right and select New Incognito Window.
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on 04-07-2021 09:42
Sorry, yes very helpful. Thank you
on 04-07-2021 13:05
For clarity, did Incognito mode resolve the (reCaptcha) issue for you?
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