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CountyGirl
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Can’t login to Connect app

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

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newapollo
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Message 2 of 14
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Re: Can’t login to Connect app

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?

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

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CountyGirl
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Re: Can’t login to Connect app

Hello

Yes definitely sure. 

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CountyGirl
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Message 4 of 14
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Re: Can’t login to Connect app

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

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newapollo
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Message 5 of 14
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Re: Can’t login to Connect app

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?

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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CountyGirl
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Message 6 of 14
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Re: Can’t login to Connect app

Hmmmm, no that doesn’t work either. 

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newapollo
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Message 7 of 14
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Re: Can’t login to Connect app

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.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

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CountyGirl
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Message 8 of 14
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Re: Can’t login to Connect app

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 😠 

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newapollo
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Message 9 of 14
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Re: Can’t login to Connect app

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

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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CountyGirl
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Message 10 of 14
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Re: Can’t login to Connect app

Thanks for trying.