Can’t login to Connect app

[CountyGirl]

I have just got a new phone and the connect app needs me to login again. But, it won’t recognise my username and/or password. It is correct. I have triple checked. It just won’t accept it. 

Any ideas?

Thanks

[newapollo]

Hi CountryGirl,

Are you sure you are signing into the correct section, Sign in with Mobile  and not Sign in with a Virgin Media account?

[CountyGirl]

Hello

Yes definitely sure. 

[CountyGirl]

It is the Sign in with a Virgin Media account that I want. I am only a broadband customer not a mobile customer.

[newapollo]

Hi again CountryGirl,

Sorry about that, when I read your original post I assumed you only had a mobile account since you mentioned the new phone.

Can you log into My Virgin Media at the top of the page with your email address and password, as those details should be the same as the ones used for the Connect app?

[CountyGirl]

Hmmmm, no that doesn’t work either. 

[newapollo]

Assuming you've logged into the Connect app before, can you still log into it on the other device?

If not perhaps try a password reset on the login page for My Virgin Media.

I'm also wondering is your new mobile with VM? If so do you also have a separate My Virgin Mobile account?

I have 2 separate accounts, one for mobile and one for my TV, Broadband and landline. They both use the same email address but different passwords.

[CountyGirl]

Can’t login via my ipad either. 

No not a VM phone. 

I thought about a password reset. I can’t remember the answer to my security question so got the screen to enter account number and details of last bill. All entries triple checked. Won’t recognise me says please enter valid bill details. Argh 😠 

[newapollo]

Hopefully a member of the Forum Team will pick this up for you in a day or two.

[CountyGirl]

Thanks for trying.