Unable to log into my account
I have had this ongoing problem since July 2025 in that I cannot log into my Virgin/O2 account. When I try to log in I click on the sign in link then I enter my email address as asked, then it says an email has been sent with a link. The problem is that I never receive the email it says has been sent. I have checked my spam folder, deleted folder and every other folder there is. I have checked my Gmail settings to make sure the email isn't being blocked or filtered out in any way, I have even disabled my ad blocker just in case that is doing something. I have also double checked that my email address is correct, and have noticed that I do get my monthly bills emailed to me. So the email address on my account is definitely correct, although I cannot view my bills because of the same problem. I only noticed this problem when I tried to take advantage of an upgrade offer I received via text message. I have phoned Virgin support on numerous occasions about this and have been told on three occasions that my problem has been escalated and I will receive a phone call from technical support, but I have never received a return phone call from anyone. Unless someone can help with this problem I am ready to cancel my contract early without penalty according to Virgin's adherence to Ofcom Broadband Voluntary Code of Practice (failure to fix a problem) If I am in the wrong place for this message please let me know where I should publish this message.
