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Message 1 of 22
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New Account - Stuck in ReCaptcha Loop

Hi,

I just joined Virgin Mobile and seem to have the same issue as a few others on here in that I'm unable to access my online account.  

I enter my user name and password and get a green tick against each and am then presented with an "I am not a robot" reCaptcha box.  On ticking this it just re-presents the box over and over (sometimes I get a set of squares to identify cars or traffic lights) but I can not get past this screen and into my account.

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Message 2 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Have you tried with another browser? You may have cookies turned off or an issue with the one you're currently using. 


**
I work for Virgin Media - but all opinions posted here are my own
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Message 3 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Deleted - wrong thread!

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Message 4 of 22
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Re: New Account - Stuck in ReCaptcha Loop

I've tried Firefox and Edge on my PC (also deleted cookies and the cache on both) and also Safari on my iPad - same issue.  This looks like a backend issue in account provisioning (several other people on here with new accounts having the same problem) rather than something peculiar to my account -  see here and here

My account is registered (according to the e-mail I received at sign up) and I have clicked the link and confirmed my e-mail address.

 

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Message 5 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Just wanted topop on here and say this is now resolved!

I'd managed to set a password that was longer than allowed - truncating it to the required length let me in!!

 

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Message 6 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Thanks for the update helen1148 it's much appreciated - I've encountered this elsewhere recently and wasn't sure what had caused it so that's handy to know. If you get stuck with anything else please give us another shout.

 

Tom

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Message 7 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Hi all I added a comment on another topic for the same issue, I reset my password and it is 8 characters, mine still doesn't work. I too have tried 3 different browsers (windows 10 - edge, firefox and chrome) I have rebooted my laptop, cleared cache and cookies. I have tried on my android samsung s8 using chrome, connected to Virgin broadband and connected to EE 4g. I've disabled AV and VPN and still no luck. I rang virgin mobile who de-registered my a/c in order to re-register, as soon as i verify and then attempt logon and the same issue.

There are no errors just returns the logon screen waiting for recaptcha. I too believe it is a backend issue.

Any other ideas anyone?

Thanks
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Message 8 of 22
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Re: New Account - Stuck in ReCaptcha Loop

I forgot to mention my account is quite old and I am logging on to it in order to port my EE mobile number over. I've tried to logon directly from virgin media site too and same issue.
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Message 9 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Sorry about this mak1969, I've sent you a PM and hope to hear back from you soon so we can investigate further.


Tom

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Message 10 of 22
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Re: New Account - Stuck in ReCaptcha Loop

Hi

 

I have tried to register an online account for new virgin mobile and have encountered the exact same problems as mentioned on this forum, recaptcha loop. Also when i input my virgin mobile phone number it doesnt recognise the number.

 

can you help please

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