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Excalibur1965's avatar
Excalibur1965
Joining in
7 months ago

Lost email account / no contact communication possible

Dear Virgin

I cannot use my email account to contact you because when my broadband was installed, the engineers created the email address and did not give me a copy of it. While my account and name details is recognised by your system, it only shows my email address with asterisks for security reasons, and assumes I can fill in the blanks with the rest of my email address details. I can't and am stuck in a security loop with no ability to contact you. 

This situation has been ongoing for a number of years, and my contract agreement ended years ago, and I am stuck paying top price for a service I could get for much less.

I would be be grateful if you could contact me via the registered email on this forum user name. Not my Virgin email account!!!!! 

2 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    VM Mods should pick this up in a couple of days and PM you via this Forum to discuss your details.

    As to the engineers creating your mail account, that seems really odd, especially as it's taken "years" to try and sort out?

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Excalibur1965, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue accessing My VM. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,