{"id":16689,"date":"2018-08-02T09:48:37","date_gmt":"2018-08-02T08:48:37","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=16689"},"modified":"2018-08-02T10:22:17","modified_gmt":"2018-08-02T09:22:17","slug":"virgin-media-uk-working-to-fix-hyphen-conflict-on-account-login","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2018\/08\/virgin-media-uk-working-to-fix-hyphen-conflict-on-account-login.html","title":{"rendered":"Virgin Media UK Fixes Hyphen Conflict on Mobile Account Login"},"content":{"rendered":"<p>Customers of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a>&#8217;s Mobile service who have a hyphen &#8220;-&#8221; in their email address (domain) have been unable to login to their online account pages for nearly two months, which began after the cable ISP made a change that caused their sign-in page to reject related addresses (email addresses act as usernames).<!--more--><\/p>\n<p>The hyphen sign is common in many domain names and is supported by the RFC standard. Suffice to say that many people have put a hyphen into their email addresses and until recently this was recognised without a problem by Virgin Mobile&#8217;s sign-in form. Unfortunately this appears to have changed at around the start of June 2018 and suddenly customers found that related addresses were no longer being recognised.<\/p>\n<p>Several posts about the bug exist on Virgin&#8217;s Community Forum (e.g. <a href=\"https:\/\/community.virginmedia.com\/t5\/Managing-Your-Account-Mobile\/Account-email-address-no-longer-recognised\/td-p\/3746594\" target=\"_blank\" rel=\"noopener\">here<\/a> and <a href=\"https:\/\/community.virginmedia.com\/t5\/Virgin-Mobile\/Email-address-containing-hyphen\/td-p\/3754873\" target=\"_blank\" rel=\"noopener\">here<\/a>) but until recently the operator&#8217;s support staff have appeared to be uninterested in resolving it, which should be a fairly easy fix (on the surface it appears to stem from a bit of flawed verification code written in JavaScript).<\/p>\n<p>Instead customers have been told to simply create a new email account (without a hyphen), which caused some to complain that the provider was &#8220;<em>too lazy<\/em>&#8221; to fix the issue itself. We have since chased <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a> up and a spokesperson has now informed ISPreview that it should finally be fixed sometime today, although this has yet to be confirmed.<\/p>\n<div class=\"responsive-container\">\n<blockquote class=\"twitter-tweet\" data-width=\"500\" data-dnt=\"true\">\n<p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/virginmedia?ref_src=twsrc%5Etfw\">@virginmedia<\/a> Could you please fix your account login validation? It is currently not possible to login to an account using an email address that includes a hyphen even though it is perfectly valid in a domain (as long as it is not the first or last character).<\/p>\n<p>&mdash; Abigail Murray (@_AbigailMurray) <a href=\"https:\/\/twitter.com\/_AbigailMurray\/status\/1023898917329661953?ref_src=twsrc%5Etfw\">July 30, 2018<\/a><\/p><\/blockquote>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/div>\n<p><strong>UPDATE 10:22am<\/strong><\/p>\n<p>The bug should now be fixed.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers of Virgin Media&#8217;s Mobile service who have a hyphen &#8220;-&#8221; in their email address (domain) have been unable to login to their online account pages for nearly two months, which began after the cable ISP made a change that caused their sign-in page to reject related addresses (email addresses act as usernames).<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[475],"class_list":["post-16689","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - 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