Virgin Media Community

[craven49]

I am unable to log into my Virgin Media Control app on my Android phone. I enter the correct e-mail address & when I try to enter my password it asks me to create a new password. I have tried this but get the same result each time I try to log in. I have requested & actioned a password reset with the same results. I have uninstalled & re-installed the app from Play Store with the same negative results. I can log into my VM account & my VM Go App without any problems. Can any-one help please? 

[craven49]

When I try to log into the VM Control app on my android phone it asks me to set up a new password instead of accepting my existing one. I have had this app working fine in the past but can't log in now. I have tried inputting a new password but still cannot login. I have requested & actioned a password reset & have also uninstalled & reinstalled the app with no luck. I can log into MyVM account & also VM TV Go. Can any-one help please? 

[Ilyas_Y]

Hey @craven49, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the MyVM app not accepting passwords 😞
May I ask if you've tried to set this up on a different device? Are you able to ensure cache and cookies have been cleared?
Please also try "incognito mode" and send a screenshot of the error should it continue.

Let us know.

Kind regards,
Ilyas.

[craven49]

Thanks for the reply. I can login to MYVM account but not the VM Control App on my Android phone which I use to set up recording when I'm away.

I haven't been able to try this on a different device & have not cleared the cache & cookies from Chrome as I am using the app which I loaded a while ago & has been working perfectly until recently. 

I don't understand what you mean by using " icognito mode ".

Thanks, Paul

[craven49]

I think I've fixed this now but don't fully understand how. I went into myVM account and changed my password. I went back to the VM control app and when it asked me to change the password, I put the updated one in and it logged me in.

[Beth_G]

Pleased to hear you've got it sorted, craven49.

Do let us know if you have any more issues from here and we'll be happy to assist you further.