Forum Discussion

peteac's avatar
peteac
Joining in
2 months ago

26 year old email address gone, plus other issues

As above, my email address ntlworld.com, has gone. Will not accept passwords from Samsung wallet, and when I try to access through forgotten email address, it says the email address is not recognised, now my wife's email has gone the same way.

Go on My Virgin Media app, and I cannot see billing, or most other links with anything to do with settings etc, all I get is sorry this page is not working. If you ring up, I get people who can barely speak English, read off crib sheets, cannot or will not help. Customer service is not even a joke now.

Plus this morning,we go to pay over the phone and guess what, cannot do it now! Go on my virgin app, cannot see billing, no way to pay online, it goes to sorry page again. Then it asks you to sign into the my virgin  that I'm already signed into!

So, we now we have

no access to emails,

no billing info online 

No online help

No my virgin media app

I'm not going to direct debits, as we can never see the bills online.

It's now got to the point you are in breach of contract, as  you are not actually providing a service

 

5 Replies

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  • TonyG56's avatar
    TonyG56
    Tuning in
    2 months ago

    I sympathise with you.  We've had ths same issue with emails for nearly a week.  We wife is self-employed and could be losing work.  Getting in touch with Virgin has been a nightmare.  Everything is wrong.  VM in breach of everything.  4 complaints already raised.  Nothing back but standard holding replies for 2.  2 others closed without as much as a word from VM.  I do intend to take my case all the way if necessary and have told them that I intend to take it to the media if I don't hear from them immediately.  If anyone else wants to join me in this quest I would be happy for them to reach out to me.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    "It's now got to the point you are in breach of contract, as  you are not actually providing a service" I don’t think you will find they are in breach of contract. VM provide a broadband service and the email as an extra provided for free. In fact new users do not get a email address any longer. Cannot speak for your problem as I have never ever used the VM email system, always had my on web address and emails.

    • peteac's avatar
      peteac
      Joining in
      2 months ago

      The breach of contract is they must notify you of the amount tge bill is. Not being able to access the vm app or the email it is sent to is breach of contract.

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

        Hi peteac, 

        Thanks for coming back to the thread. I sent you a private message a few days ago, to help further however, I've not received a reply from you. Please pop back to me there so I can look into this for you and hopefully get things resolved 😊

        Many thanks, 

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

    Hi peteac, 

    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 issues accessing your My VM bills and your emails. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,