Modem return website's Email field is broken. Cannot proceed.

[km1]

When filling out the Email on the modem return webpage https://www.virginplusmodemreturn.ca/ , I keep getting an error saying "Invalid email entered!" ... my email is not invalid, there is an issue with the field, it is failing to recognize the correct email. I have tried it on different browsers and operating systems and it is the same error on all.

The website does not let you proceed to getting the shipping label.

[VirginPlusKris]

Hi there, @km1. Thanks for reaching out.

Could you give these troubleshooting methods a try, please?

• Make sure you're using the email address associated with your Virgin Plus account, not a separate address
• Make sure your cookies and cache from your browser of choice have been cleared
• If you're running a VPN, please disable it while filling out the form and submitting
• Make sure you're using a supported, up-to-date browser (the most recent version of Chrome, Firefox, or Edge)

If you could share any other troubleshooting methods you've tried beyond different browsers and devices, it would be greatly appreciated. Regretfully, I've been unable to replicate the error in question in testing.

Looking forward to hearing back from you. Best wishes.

— Kris

[km1]

1 - Yes, I am using the email that is on the account

2 - Yes, I cleared my browsers' cookies and cache.

3 - No I am not running a VPN

4 - Yes, all my browsers are up-to-date.

I have used Chrome, Firefox, and Edge, got the same error message: "Invalid email entered!"

I ended up calling customer service and the agent helping me also got the same error when they tried.

They have processed the request on their end and gave me a return id so I have worked around this issue.

Regards

[sunnie]

Hi OP, got the same issue as you. How did you end up fixing it? Call customer service?

[km1]

Yes, the agent had to create a return on their end and provided a shipping ID to provide to the Canada Post clerk.