Can't Access Virgin account or email

[polly43]

I can't access my Virgin Account or my e-mail account today.  It was fine yesterday.  Now, today, I put in my e-mail address and password and nothing happens.  No message - nothing!  It just freezes.  I tried refreshing, emptying the cache; still nothing.  So I tried to access my Virgin acocunt to see if there was any work going on, but found I couldn't access my account either!  What is happening? 

[polly43]

Not only can I not access my Virgin e-mail, but I cannot access my Virgin account either!  Thjis has only happened today.  Yesterday it was fine!

[ilike2burnthing · Accepted solution]

If you're using Firefox, this looks to be an issue caused by Google, specifically their reCAPTCHA service. Mozilla are aware of the issue and have reached out to Google - https://bugzilla.mozilla.org/show_bug.cgi?id=1894735

The current workaround is to fake the user-agent or temporarily use a Chromium-based browser (e.g. Edge or Chrome).

In lieu of a quick resolution from Google, reCAPTCHA would need to be removed by VM, using something like hCaptcha or Cloudflare's Turnstile instead.

I found that out while typing this comment, so for anyone interested you can see the rest of my troubleshooting below.

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Are you using Firefox on Windows? I think I'm running into the same issue at the moment - email address is accepted fine, but when trying to login with the password nothing happens, no error, no page reload, doesn't matter if I press Enter or click the 'Sign In' button.

Working fine on Edge and Chrome, but Firefox doesn't work on multiple computers for multiple VM accounts when entering a password (the accounts set up to use biometrics can be accessed in Firefox when using that option).

I've also tested this issue in Windows Sandbox (so a fresh Windows image and fresh install of the latest Firefox), and the issue continues. Older versions of Firefox don't work either, I tried v115 ESR and went as far back as v80 (the site doesn't work at all if you go much earlier than that), but no luck. I even tried Firefox on a remote server, no luck there either.

Before entering the password, the console shows an uncaught error pertaining to reCAPTCHA, and then 'Uncaught (in promise) TypeError' when trying to sign in.

[polly43]

You're right.  This does seem to have started with the latest update to Mozilla Firefox, which is my default browser.  I had no problems with accessing Virgin Media yesterday, but I remember later getting an update to Firefox.  I tried Virgin in Edge this morning with no problems.  I was able to access my Virgin Account details and also my e-mail.  I did think that the fault had been corrected, but then when I tried signing in to Virgin with Firefox again, the links still didn't work after signing in with my details. The links are still frozen.  I think I have managed to notify Mozilla about this, but most of the similar problems reported to them by their users, seem to go back a couple of years!  It's a shame because I really like using Firefox and I HATE Edge!  So It's a Google thing is it?  Not like them at all.  Still as long as they are aware, because it's a right faff having to shut down my Mozilla browser and open Edge just to access my Virgin account!  😕

[ilike2burnthing]

Yea, the issue lies with Google, the Firefox update was just a coincidence.

Mozilla are already aware of the issue, see the link above. Said link also explains how to continue using Firefox by changing the user-agent.

[polly43]

Seems to have ben rectified now anyway, as I found I could access my Virgin mail account with Firefox ths afternoon.  Before, I used Edge to access my accounts with Virgin.  I wish folks wouldn't mess around with things that aren't broken in the first place!  🙄

t

[ilike2burnthing]

Yep, from the bug tracker:

"Apparently [Google] has rolled back [...] Resolved?"

"Yes, Google is rolling out a fix [...] Google confirmed that this was mitigated [...] If someone is still seeing issues, please give it another hour or two, clear your caches, and test again."