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Gordonhiggleton
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Message 1 of 14
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When I finally got logged in to your new page my reward points had disappeared

I would like to know where my reward points have gone I had the full amount you could have after years of saving. I was about to upgrade my phone but my points had disappeared I have got a pay as you go phone not a contract one so when I finally managed to log on to my account I found I only had £10 where did all the rest of my points go which now means I cannot afford to upgrade now so I am very disappointed with this

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Forum Team (Retired) Mat_H
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Message 2 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Hi Gordonhiggleton,

 

Welcome to the forums Smiley Happy

 

I'm really sorry to hear about your rewards disappearing. So we can look into this for you, give us a call on 789 or 0345 6000 789. This will come to one of our team who can ensure that this is checked out.


Let me know how the call goes.


Thanks,


Mat


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Forum Team (Retired) Mat_H
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Message 3 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Hi Gordon Smiley Happy


Did you manage to give our team a call refarding this?

 

They'll be able to ensure that this is looked into as soon as possible.

 

Let me know how you get on.


Thanks,

 

Mat


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Gordonhiggleton
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Message 4 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Virgin media have got all my details just waiting for them to get back to me

 

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Forum Team (Retired) Mat_H
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Message 5 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

I'm glad to see the team are aware of the issue.

 

Let me know how you get on Gordon Smiley Happy

 

I'm here if you need anything at all.

 

Thanks,

Mat


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Gordonhiggleton
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Message 6 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

hi still waiting for them to reply plus I can't seem to log in on my virgin account for my phone

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Gordonhiggleton
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Message 7 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Can you find out if the details they received are correct as I tried to access my account using those details and can't seem to log in the  enquiry number is 838739

thanks

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Forum Team (Retired) Mat_H
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Message 8 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Hi Gordon,


Thanks for your reply Smiley Happy

 

I'm afraid I can't chase the enquiry number on this from my side. I'm unable to access your account via the forum due to DPA.

 

The quickest way to find out how the team are getting on is to give us a call on 789 or 0345 6000 789.

 

What error message do you get when you try and log in to the online account?
 

Let me know how you get on with this.


Thanks,

Mat


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Gordonhiggleton
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Message 9 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

I have now managed to access my account not sure how but when did have a prob nothing came just stayed on login biti finally clicked on where it says go to my account and there everything was except the rewards is still at £10

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Forum Team (Retired) Mat_H
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Message 10 of 14
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Re: When I finally got logged in to your new page my reward points had disappeared

Glad to hear you can now access your account Gordon Smiley Happy

 

With regards to the rewards, the team will be looking into this for you.

 

Have you heard anything from them since you originally spoke to them?

 

Thanks,

Mat


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