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Fatman7786
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Message 1 of 14
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My Profile not working

Hi

I have been trying to access MYPROFILE on the master account for 2 days to do some email password admin as one of our email addresses seems to have had an unknown change of password.

Every time I try to click on it I get an oops that page isn't working, please try later message. When I call customer services I am confronted with a security question which also seems to have been changed. If I try lost my password online, it doesn't accept security info. Customer services wont help as security info isn't correct

When will My profile be up and running again as this is just one address that isn't working.the rest of our addresses are all fine and dandy

 

Thanks

 

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Message 2 of 14
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Re: My Profile not working


Fatman7786 wrote:... If I try lost my password online, it doesn't accept security info...

 


When trying to change your password online at https://my.virginmedia.com/forgot-details/password, try entering your answers to security questions in UPPERCASE.



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Fatman7786
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Message 3 of 14
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Re: My Profile not working

Thanks. Unfortunately no luck. Still no access
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Message 4 of 14
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Re: My Profile not working

Presumably you do have live, paid for, VM broadband account. Is there anything in the sticky post at the following link that applies in your case?

http://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073



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Fatman7786
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Message 5 of 14
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Re: My Profile not working

Hi

Yep fully paid up Broadband full fat, TV Full fat Home phone and Mobile. We have several emails all working no issue. this email has been working fine until 3 days ago when it stopped being able to be signed in to. I tried to access via the master account, which is working. The MY PROFILE link is not working. If it was I think my issue could be resolved
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Message 6 of 14
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Re: My Profile not working


Fatman7786 wrote:
The MY PROFILE link is not working. If it was I think my issue could be resolved

Any chance of posting a screenshot? If so, make sure that you edit out any personal etc info.



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Fatman7786
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Message 7 of 14
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Re: My Profile not working

 

 

 

Hope this helps

Screenshot (1).png

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Superuser
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Message 8 of 14
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Re: My Profile not working

Looks like something up with the servers that contain your account details. A job for the VM IT team. Wait here for the Forum Team to pick up the thread in the next few days and get the ball rolling. Or you can phone in and see if the phone agents are savvy to get things rolling for you. Personally I'd wait.

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Fatman7786
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Message 9 of 14
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Re: My Profile not working

Thanks Howard.

A long trawl of the forum seems to suggest that this is a long known about and ongoing problem, since at lease 2015. Something to do with account configuration. The phone team are useless, apparently, as I am not the main account holder, I have to get the wife to sign a lasting power of attorney in order to talk about an account I have been registered on and which gets paid from my bank account for the last 15 years even though the records show my virgin mobile as te main contact number and the have confirmed my name is on the account

They can of course talk to the Mrs who has less than no knowledge about the account and will sit asking me answers to the security info, which may have been compromised on her Email only.Only I have the security answers, which are changed???? . 

I have been with Virgin since the universal artists days but am getting to the end of my tether now. I fear It may be time to move everything to another provider.

 

 

 

 

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Forum Team
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Message 10 of 14
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Re: My Profile not working

Hi Fatman7786, 

 

Welcome to the forums, I am sorry to see you have had trouble with your profile. 

 

I will be happy to take a look at this for you. 

 

I will pop you a PM to discuss this further. 


Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma

 

 


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