on 16-06-2010 14:29
I am writing this in a new thread as my original thread got hi-jacked by other posters so please, if you cannot help with this problem please don't write on this thread.
I have been trying to get my (working) e-mail back onto my account like a lot of other people on this forum, and have been in contact with virgin about this after first writing here for help and the forum staff telling me to ring virgin to get it re-registered. My problem is that the last time I spoke to them (5 days ago), they asked for my password and I stupidly gave it to them (not like me but worn down by 2.5 hours of ringing virgin over a 2 day period), and they said it would be fixed (i.e. re-registered) within 5 days but that it is "unlikely to take that long". Somehow I knew it wouldn't be fixed by now, but now I feel my e-mail address is compromised because Virgin know the password and anyone could use it to read my e-mails, so until it is re-registered (so I can change the password), I have had to stop using it, but I cannot stop e-mails going to that address.
I would like someone on the virgin forum team to comment as to the possible reason why my password would be needed if they can migrate millions of e-mail accounts without one single password, why would they need a password to re-instate mine ?
I have been banging my head my head against a brick wall it would seem trying to get anywhere with virgin; Has anyone else been asked for their password to fix their e-mail address ?
Thanks to anyone who can help enlighten me.
on 16-06-2010 16:36
Yes I had to let them know my password,several times when each subsequent fix did not work.
When my email was restored I had been given a new log in and password.
Sadly that only lasted a day then a couple of days ago it started working again still on the new log in / password.
when I am confident that I am not suddenly going to lose my email again I shall change my password.
on 18-06-2010 13:18
The password is needed as part of our security/DPA questions. I have checked your account and can see the issue has now been resolved. If you're still experiencing the problem please let us know.
on 18-06-2010 13:28
The password I am referring to is my e-mail password, not my security password. I have since found out by technical support in Liverpool that this is not needed as they can simply reset it to work on it themselves so why it was asked for I have no idea.
Anyway, it has not been fully resolved, because although this e-mail address has appeared on my account, I cannot receive any e-mails to it.
I spent nearly 2 hours on the phone to them yesterday, and the very nice support person spoke to the "second line" support and said it is just that more systems need to be brought on-line for this e-mail ??????, and that I should leave it for 24 hours; That was at about 4:30 yesterday. It is still not working.
Surely when they put it back on my account they would have checked to see if it is working ?
Please can you try and get this fixed for me as I have no confidence that it will be done, and I am fed up of ringing them. My e-mail worked before and now it doesn't.
on 20-06-2010 15:03
If the email is question is now back on your account it should be a simple process of just passing Data Protection with you then resetting the password. Unfortunately I am unable to do this via forums and data protection can only be passed with out call centre team on 151.
I would recommend calling us and if the agent is unable to reset the password ask them to seek advice on the issue from our 2nd line team.
Help & Support Forum Team
on 20-06-2010 16:41
Been through this already. They reset the password and gave me a temporary one so they can "fix" the fact that I can no longer receive any e-mails from that address. I waited the required 24 hours but it is still not working 3 days later. I have also found that I cannot log into the web mail part for this e-mail address by using the password the Virgin gave me, but have to use the one I have always had from before the migration to get into it. The whole thing is totally messed up. I had a working e-mail address but it was NOT registered to my account. Now it is registered to my account, it is not working. "WHYOHWHYOHWHY" can't the techies at Virgin get this right ?
Please can you do anything to get them to sort this problem out without me having to ring them again. I have spent now a total of 4.5 hours on the phone to try to get this problem sorted out, and I just seem to be getting fobbed off (i.e. lied to) all the time by them because up until the last support person I talked to (who I could tell was genuinely trying to help me) I have had nothing in the way of help with this problem. I had spoken to someone called Colin Mercer who said he was support manager and he said he would sort this out and ring me or e-mail me that day I rang him but he never did. When I rang the next day and spoke to the nice support person (Adam), and asked to speak to Colin Mercer, he was "busy". That's the whole problem; Instead of actually fixing these problems so the subscriber doesn't have to "bother" Virgin which, is how it seems to me, they don't fix anything at all, just make the problem bigger than it was before, and it seems this happening all over.
Please can you help get this moving. Surely you can contact them and find out what's going on, or look at my account and see what the fault ticket says i.e. when it will be fixed, as I have no confidence it will be unless I keep chasing it up.
P.S. This is the error message when I try to send an e-mail to the affected address (I put the asterisks in to hide my other e-mail address):-
An unknown error has occurred. Subject '', Account: '*******', Server: 'smtp.ntlworld.com', Protocol: SMTP, Server Response: '451 Temporary local problem - please try later', Port: 25, Secure(SSL): No, Server Error: 451, Error Number: 0x800CCC6A
on 20-06-2010 16:45
that error you getting when emailing from another acount is the other accounts outgoing mail server that is reporting the problem.
Its not even making it to the mailbox if it was you would get a email back with the error.
on 20-06-2010 16:54
Thank for writing back, but it is the not the e-mail that I am sending it from that has the problem, it is the destination e-mail address that has recently been registered back to my account.
If I use the source e-mail address to send to any other e-mail address it works fine, proving it is the recipient e-mail address that has the problem.
on 21-06-2010 15:45
I have passed this back to IT to investigate why you are getting errors when sending mail to this alias again. The reference for this is P003511484. They should be able to check why the alias isn't addressable on the server and rectify this. Apologies this wasn't fixed when originally raised.
Help & Support Forum Team