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Echosdj
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Cannot sign in to mobile account, recaptcha loop.

Hi,

I cannot sign into my mobile account on the Virgin webpage anymore. After entering email address and the password; I complete and verify the 'I’m not a robot’ Captcha boxes, get the green tick but after clicking 'log in' the process just repeats itself. I have also created a new password, cleaned cache/cookies/data and tried to sign in on several different web browsers including using another laptop... all to no avail.

Thanks

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Chris_W1
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Message 2 of 14
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Re: Cannot sign in to mobile account, recaptcha loop.

HI Echosdj, i am sorry to hear that you are having issues logging in to the online account. Can you try a different browser to see if anything changes? ^Chris

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Echosdj
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Message 3 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi

After a few days I could log in without any trouble without any Captcha boxes appearing.

I’m now having the persistent problem of logging into Virgin TV Go on every platform.
I can't log into Virgin TV Go using my main account and password, I keep getting the same message!

"Please sign in with your main user account. Sub-accounts cannot sign in."

I've used different browsers on a Macbook pro; Firefox and Chrome. Also tried to log in on the Virgin TV Go on iPad and get same message "Please sign in with your main user account. Sub-accounts cannot sign in."

I am signing in with the same details I’m using to sign in to my Virgin Media online account!

Thanks

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Megan_L
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Message 4 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi Echosdj,

Thanks for using the forums to get this issue with your TV GO looked into, I am sorry it seems like a new issue is popping up one after another for you!

Would you be able to uninstall and reinstall the App on all devices please and let me know if that helps?

Thanks,

Megan_L

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Echosdj
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Message 5 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi,

Just tried that and it hasn’t helped on ipad.

Also will not log in on TV Go website page on either firefox and Chrome.

Get same message.

"Please sign in with your main user account. Sub-accounts cannot sign in."

The same error seems to be affecting other people on this forum.

Thanks

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Megan_L
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Message 6 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi Echosdj,

Thanks for giving me that info, we are seeing an influx of people posting about this same issue and we are collating some information on it, so we can take it to our IT team for investigation. I'd like to send you a PM so I can gather some more details from you. 

Speak soon!

Megan_L

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Echosdj
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Message 7 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Okay I've sent a PM

Thanks
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Megan_L
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Message 8 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi Echosdj,

Thanks for sending over that information in our PM, I've now sent that off to the team. I'm not sure if they will ask me to come back to you personally or if they will ask us to post a main forum thread to encapsulate all of the customers that are effected by this 

Nevertheless, you can come back to us for an update if you want one 🙂

Thanks,

Megan_L

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Grangey1969
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Message 9 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

I'm having this problem too. All of a sudden I'm asked to complete a Captcha, when means things like TuneIn won't play on my Google Hub (no way to complete a Captcha). Tried rebooting all devices and the VM router, but it won't cure it. Last time this happened, it sorted itself in a few days, with no more intervention.

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Jodi_S
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Message 10 of 14
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Re: Cannot sign in to mobile account, recaptcha loop. Update; Now cannot sign into Virgin TV Go!

Hi Grangey1969,

 

Welcome to our community and thanks for posting. Sorry to hear you having issues with captcha too. As you advised already you have tried different diagnostics by rebooting the hub and all your devices we will not ask you to try this again.

 

You advised previously this issues resolved itself after a few days, may we ask how long you have had this present issue?

 

We did have an issues a short while back with captcha but this issues was resolved, and you should be able to log in without this.

 

It may be that we need to get an IT ticket raised regarding this issues for you. If so I will pop you over a private message so I can get this raised for you.

 

Let me know how long you have had the issues first.

 

Kind regards Jodi

 

Kind regards Jodi

 

 

 

 

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