Forum Discussion

McStumpy's avatar
McStumpy
Tuning in
21 days ago

Appalling customer service

On 27th December my 80 year old dad stopped receiving email via his desktop client. 

He tried logging on to my virgin media and got a message saying his account has been locked. 

He phoned support to be told there had been a wider scale attack on a number of accounts. 

You would think unlocking the account would be child's play. But no. Multiple calls later and many failed promises for callback from the "IT department" and we are no further forward. 

Ive been on several of these calls with my dad and it's like torture. We had latest call just now and another promise of a callback that I have zero confidence in 

Ideally we should be passed straight through to IT but, no, it's a ticket that gets raised with a 5 day SLA. 

 

Anyone else having this unsolvable account lock out issue? 

 

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    21 days ago

    It may be the four word password for the email client needs reset.

    Try following these steps to see if a password reset allows access:
    Sign in to My Virgin Media
    Go to Account settings, then Account details
    Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    Then, under Virgin Media Mail app password tap Get password
    Continue the flow and a new secure password will be generated, and the mailbox unlocked
    Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

  • McStumpy's avatar
    McStumpy
    Tuning in
    21 days ago

    Thanks but it's not the email password that's locked out , it's the password to my virgin media. 

    At virgin request I created a new Gmail account for him as he now needs that to log on rather than blueyonder. Virgin support keep sending a verify link to that email that gets a "link no longer valid" message when clicked on

  • McStumpy's avatar
    McStumpy
    Tuning in
    21 days ago

    The email password will need reset I'm sure, but I can't do that without logging on to my virgin media. Which we can't

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    20 days ago

    Hi Mcstumpy,

     

    We can definitely investigate this matter further for you. It seems you have been waiting a while for the issue to be resolved and had a few failed promises which is not the level of service we want for our customers! If it is okay with you, we would like to move this to private message so we can pass security. 

     

    Once you confirm that is okay- we can move forward🙂

  • McStumpy's avatar
    McStumpy
    Tuning in
    19 days ago

    For the benefit of anyone else….. 

    my dad phoned again yesterday and got someone from the uk contact centre. He advised that all the painful steps the international call centre had taken my dad through (eg creating a new third party email) was nonsense. It’s a central issue being looked at by the security team who are working through all impacted customers and unlocking. 

    but it’s painfully slow. I’m guessing they are fixing each user manually. Until I recently retired I worked in IT and we would have treated our customers more urgently, and certainly would have created automated scripts to unlock impacted accounts. 

    virgins IT system seems very poor, and I’d question the level of competency of those supporting the IT. At the very least they are indifferent to customer impact….no emails since 27 Dec? My dad’s 80, emails are one of his lifelines.