kwokpot Posted February 12, 2020 #1 Share Posted February 12, 2020 I'm wondering if I'm the only one with problems accessing the Virgin website to see my cruise details. It was working right after I made my booking but then suddenly whenever I tried to log on to my account I get the 404 ERROR page with the seals. I've been working with Virgin for 2 weeks now with no resolution yet. Everyone is very and I've exhausted all that I can do on my end. I even got a call back yesterday for customer support and as of today I still can't access my account. You can clearly see my account information and my sailing date and information but then the 404 error page comes up obscuring access. Anyone else with this issue? Link to comment Share on other sites More sharing options...
hotsauce126 Posted February 12, 2020 #2 Share Posted February 12, 2020 I have that issue but if I go to incognito mode it works fine Link to comment Share on other sites More sharing options...
biminis Posted February 12, 2020 #3 Share Posted February 12, 2020 I've had the same issue for almost a week. I finally got it resolved on my third attempt calling the service line. She called someone from support and they reset my account. Now I can log in fine. Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #4 Share Posted February 12, 2020 5 minutes ago, hotsauce126 said: I have that issue but if I go to incognito mode it works fine Just tried that on my desktop and mobile but didn't work on either.But thanks for the advice. Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #5 Share Posted February 12, 2020 1 minute ago, biminis said: I've had the same issue for almost a week. I finally got it resolved on my third attempt calling the service line. She called someone from support and they reset my account. Now I can log in fine. Thanks, I'll call them later and ask them to try resetting my account .I remember they said they have done that already, but no harm in trying that again. Thanks. Link to comment Share on other sites More sharing options...
timf2001 Posted February 12, 2020 #6 Share Posted February 12, 2020 (edited) I was having trouble accessing my account from a standard browser window that had my login information saved. It wouldn't even let me logout. After opening a Private window, I could then log in again and it worked properly. Edited February 12, 2020 by timf2001 Link to comment Share on other sites More sharing options...
perditax Posted February 12, 2020 #7 Share Posted February 12, 2020 (edited) 31 minutes ago, kwokpot said: I'm wondering if I'm the only one with problems accessing the Virgin website to see my cruise details. It was working right after I made my booking but then suddenly whenever I tried to log on to my account I get the 404 ERROR page with the seals. I've been working with Virgin for 2 weeks now with no resolution yet. Everyone is very and I've exhausted all that I can do on my end. I even got a call back yesterday for customer support and as of today I still can't access my account. You can clearly see my account information and my sailing date and information but then the 404 error page comes up obscuring access. Anyone else with this issue? This happened on one device of mine. I had to clear all cookies and logins from the site (through the browser's tools). If your login is in the state mine was in, you also can't successfully 'log out', right? You mentioned multiple devices. Is it possible they are sharing cookies/login info between them? I know you tried incognito mode, but do you have another devices (like a phone) on which you've never logged into the site from? If it works on this other totally new device, it's a problem with the browsers on your other devices, not your VV account. Also disable ALL your ad-block while testing. Edited February 12, 2020 by perditax Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #8 Share Posted February 12, 2020 7 minutes ago, perditax said: This happened on one device of mine. I had to clear all cookies and logins from the site (through the browser's tools). If your login is in the state mine was in, you also can't successfully 'log out', right? You mentioned multiple devices. Is it possible they are sharing cookies/login info between them? I know you tried incognito mode, but do you have another devices (like a phone) on which you've never logged into the site from? If it works on this other totally new device, it's a problem with the browsers on your other devices, not your VV account. Also disable ALL your ad-block while testing. Just tried to login using my husband's mobile phone which I've never signed on any of his devices. And same issues,so the problem is definitely not on my end. Incidentally my husband is having the same exact issues with his Virgin account. With so many people having issues it's definitely not a user issue,it's a website issue. Link to comment Share on other sites More sharing options...
perditax Posted February 12, 2020 #9 Share Posted February 12, 2020 5 minutes ago, kwokpot said: Just tried to login using my husband's mobile phone which I've never signed on any of his devices. And same issues,so the problem is definitely not on my end. Incidentally my husband is having the same exact issues with his Virgin account. With so many people having issues it's definitely not a user issue,it's a website issue. I'm not trying to 'blame the user', I'm just in IT myself and also had the same issue. Had your husband logged into the virgin site on that phone already? Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #10 Share Posted February 12, 2020 2 minutes ago, perditax said: I'm not trying to 'blame the user', I'm just in IT myself and also had the same issue. Had your husband logged into the virgin site on that phone already? My husband is also in IT, desktop admin support. The answer to your question is yes. We both have cleared cashed and cookies. Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #11 Share Posted February 12, 2020 10 minutes ago, kwokpot said: My husband is also in IT, desktop admin support. The answer to your question is yes. We both have cleared cashed and cookies. He thinks the best solution is for Virgin to delete our accounts and we start all over. I'm probably going to call them and suggest that. Link to comment Share on other sites More sharing options...
perditax Posted February 12, 2020 #12 Share Posted February 12, 2020 9 minutes ago, kwokpot said: He thinks the best solution is for Virgin to delete our accounts and we start all over. I'm probably going to call them and suggest that. If you guys don't have any bookings/money in the game, seems like it could work, if Virgin CS is even able to do that. Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #13 Share Posted February 12, 2020 7 minutes ago, perditax said: If you guys don't have any bookings/money in the game, seems like it could work, if Virgin CS is even able to do that. We're on the May 3rd Diplo on Deck cruise Link to comment Share on other sites More sharing options...
perditax Posted February 12, 2020 #14 Share Posted February 12, 2020 (edited) 5 minutes ago, kwokpot said: We're on the May 3rd Diplo on Deck cruise I'm stopping myself from continuing to ask you tech support questions. 🙂 Sorry I don't know you IRL or I could try to do more. Good luck w/Virgin and their IT (sincerely). The exact same problem was driving me nuts for a while, but it was just the one device. Edited February 12, 2020 by perditax Link to comment Share on other sites More sharing options...
rbt001 Posted February 12, 2020 #15 Share Posted February 12, 2020 I had the same issue last week. Tried using Chrome, Edge, and IE as browsers, including Incognito for Chrome. No luck. Then when I called and an agent accessed my booking, I was then able to view my reservation again. My current issue is that the ITS GO TIME button does not function. My reservation is for a suite, so I thought we'd have access by now. Anyone have luck when they press the red ITS GO TIME Button? Link to comment Share on other sites More sharing options...
kwokpot Posted February 12, 2020 Author #16 Share Posted February 12, 2020 14 minutes ago, perditax said: I'm stopping myself from continuing to ask you tech support questions. 🙂 Sorry I don't know you IRL or I could try to do more. Good luck w/Virgin and their IT (sincerely). The exact same problem was driving me nuts for a while, but it was just the one device. I appreciate your assistance and only looked at your postings for exactly what they are,trying to help a fellow cruiser. With my husband in IT our technology is always up to date. We have all the latest windows updates and every couple of years he completely rebuilds our desktops by wiping the systems clean and doing a complete new OS install. We have all the necessary security software. Our mobile phones (pixel 2 and 3) are also protected and I literally check for app updates 2x a day. Oh did I also mention we have a Tesla Model 3 EV? Love that to death! But that's for another online forum.😜 Link to comment Share on other sites More sharing options...
Barnmom Posted February 12, 2020 #17 Share Posted February 12, 2020 I am having an issue on the "it's go time " tab to book on board activities. i press the tab and nothing.... Link to comment Share on other sites More sharing options...
happygolucky62 Posted February 12, 2020 #18 Share Posted February 12, 2020 I don't sail until May but I can "contact my Rock Star agent". Maybe, for those in a Suite, you can try that. Link to comment Share on other sites More sharing options...
perditax Posted February 12, 2020 #19 Share Posted February 12, 2020 1 hour ago, Barnmom said: I am having an issue on the "it's go time " tab to book on board activities. i press the tab and nothing.... Yeah, mine turned red a few days ago but doesn’t do anything, I don’t think they have the booking stuff online yet. Link to comment Share on other sites More sharing options...
garymfreedman Posted February 13, 2020 #20 Share Posted February 13, 2020 Their website is the worst, and has had problems for months-Dec 12th, their app was supposed to go live, didn't.. I still can't book shore things for my April 10th cruise. They said the app will handle it, but if I was in a Rockstar Suite, I could call them to book the activities. I can't get my account to work on firefox, I have to open it on Safari... Link to comment Share on other sites More sharing options...
snuckles12 Posted February 13, 2020 #21 Share Posted February 13, 2020 4 hours ago, happygolucky62 said: I don't sail until May but I can "contact my Rock Star agent". Maybe, for those in a Suite, you can try that. Did your rockstar agent even respond? Link to comment Share on other sites More sharing options...
kwokpot Posted February 13, 2020 Author #22 Share Posted February 13, 2020 1 hour ago, garymfreedman said: Their website is the worst, and has had problems for months-Dec 12th, their app was supposed to go live, didn't.. I still can't book shore things for my April 10th cruise. They said the app will handle it, but if I was in a Rockstar Suite, I could call them to book the activities. I can't get my account to work on firefox, I have to open it on Safari... The last tech person I spoke yesterday walked that back and said when the app goes live you will not be able to book excursions through it. Link to comment Share on other sites More sharing options...
garymfreedman Posted February 13, 2020 #23 Share Posted February 13, 2020 Well apparently they put all the money into the ship and not their tech expenses 1 Link to comment Share on other sites More sharing options...
cookielady66 Posted February 13, 2020 #24 Share Posted February 13, 2020 I'm having the same sign on issue. Tried to reset password and that even denies me :( Link to comment Share on other sites More sharing options...
happygolucky62 Posted February 13, 2020 #25 Share Posted February 13, 2020 Snuckles12 - I haven't asked for anything yet. I am thinking of asking what my water options in the Cabin will be. I usually have a bottle next to the bed at night. I don't know how the whole, no single use water will be. Link to comment Share on other sites More sharing options...
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