Some security upgrade seems to have locked me out of my account. My old password doesn't seem to work/be recognised but trying to get it reset seems like an endless circle of hell. Endless little Oops messages, lots of pictures to tick to prove that I am not a robot, invisible security questions, attempts to register from scratch with texts of series of letters and puncuation marks sent to my phone - , but not getting anywhere. Meanwhile the old freephone number to Virgin Mobile - which I used to access seems to have disappeared, so I can't speak to a person. They don't do online chat after 5pm on Saturdays.
All I actually wanted to do was top-up my PAYG phone, which I don't use much, and be able to access my balance. However, I am getting so fed up with Virgin Mobile, I'm considering buying a new phone and switching to a new network.
Has anyone else experienced this sort of problem and managed to resolve it?
Hi, that was helpful. I rang 789 and have the top-up sorted. The guy on the end of the line accepted my old password for verification, though said it was all in upper-case. (My original password was in lower case)
It's still a bit of a mystery as I then tried using in the uppercase version of my old password to log into the website, but it's still being rejected there.