Virgin Media Community

[Tomc93]

I cannot sign into the virgin mobile app with my account details. Only lets me sign in via SIM. I know the details are correct as I can sign in on the website fine but the app keeps telling me my details are wrong.

[Nathan_B]

Hi there @Tomc93, welcome to our forum and thanks for your post.

Sorry to see you have been unable to sign into the app using your details. I have tried this on my app and everything seems fine so I don't think this is an app issue.

Just to confirm what handset are you using and are the handset and app both on the most recent updates?

Regards

Nathan
 

[Tomc93]

My handset is a oneplus 8T running android 12 and the app is updated. have restarted phone multiple times and removed sim and put back in 

[Nathan_B]

Thank you for confirming, have you been able to access the app with the log in details prior to today?

Can you also provide a screenshot of this error you are seeing? If so please ensure that all your details are omitted from it.

Regards

Nathan

[Tomc93]

No I have not been able to login to the app with my account at all only using login with SIM option.

This is what I get and I know the details are right as I can sign in on the website 

 

[Nathan_B]

Thanks for showing that, I know this may seem like a stupid question, but I just want to confirm, are you using the My Virgin Media app?

Regards

Nathan

[Tomc93]

Yes I am using my Virgin media app 

[Nathan_B]

Ok, even though you have confirmed your log in details are correct as you can log in online. However can you try resetting your password to see if this helps?

Regards

Nathan

[Tomc93]

Done that twice already still don't work

[Nathan_B]

If this is the case I think the next step would be to do a reset of your online account from my end.

So I can do this I will need to confirm your details so I will send you a PM to do this.

Regards

Nathan