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scorgan
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Cannot login to Virgin mobile account

Hi, I have just purchased a pay monthly phone from Virgin mobile. I have registered the phone, and I can see my account using the virgin mobile app. However I cannot login into my account via the web, I have registered the account and verified my email. I have tried using the browsers microsoft edge, firefox and chrome but it still won't let me log in. I input my email and password then tick the recaptcha then press submit. It then just stays on that screen wanting me to re-tick recaptcha, after I re-tick the box for recaptcha it stays on the same screen asking me to select boxes from a picture for recaptcha. So I am wondering if there is a problem with the recaptcha section of the login. Can anyone advise please?

 

Oh, I forgot to mention I was on the phone for 1 hour wait time and speaking to an advisor, they could log in at there end.

 

Thanks

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scorgan
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Re: Cannot login to Virgin mobile account

Seems to be working now

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bern333
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Re: Cannot login to Virgin mobile account

I have the same problem. I get to Capcha and it just loops round.

B

stuartr1066
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Re: Cannot login to Virgin mobile account

Exact same issue here, didn't work last night or this morning. Tried all browsers, including safari on my phone, no joy. Can't even reset password because the loop is on that page too. I can log into my Virgin Media account without any problems, just the mobile one which doesn't work. Annoying too as trying to upgrade without the rigmarole of phoning them up!

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John_GS
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Message 5 of 45
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Re: Cannot login to Virgin mobile account

Hi all,

 

Sorry to hear of the account issue online.

 

Have you tried different browsers and/or clearing cache/cookies?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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bern333
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Re: Cannot login to Virgin mobile account

Yes - tried four different computers and three operating systems.

Also - I thought changing my password might help. You can enter the new password, but you can't get into the box for the re-type. Strange error messages related to the drop box about allowable passwords appear.

B

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Natalie_L
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Re: Cannot login to Virgin mobile account

Thank you bern333.

 

Can you please attach a screenshot of the error messages that are appearing?

 

Thanks 

 

 

Nat
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scorgan
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Re: Cannot login to Virgin mobile account

These were the issues I was having, but tried logging in this morning and it worked first time. (Chrome Browser)

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bern333
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Re: Cannot login to Virgin mobile account

Screenshots as requested. These are what I get on my Android phone using Chrome to try changing password.  I can't access the confirm box, and I get these strange messages at the bottom. They appear to be definitions of the words on the allowable characters drop box.

Screenshot_20200503-101500.jpgScreenshot_20200503-101530.jpg

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Martin_N
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Re: Cannot login to Virgin mobile account

Thank you for those screenshots. Do you have any 3rd party apps that help with words in anyway? 

 

^Martin

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