Can’t manage my account online
Hi Virgin Media
We (my wife and I) are not able to manage our account online as the current email address on the account is invalid. We have, for the 4 weeks, spoken to about 9 agents to try and change this email address to a working one but none of them could do it. 11 days ago, I finally spoke to an agent from your Newcastle office who told me that the other agents should have raised a ticket to IT Support as they are the only team that can make the changes. He asked me to wait a few minutes while he raised a ticket to IT. After about 6 minutes he told me he has raised one and to give them 3 to 5 working days to do this. He said they would contact me by text or email once this is done. That was 11 days ago but nothing has happened.
A few days ago, I managed to get a human agent to chat with me on the chat line. After I explained the situation, he asked for security clearance which I passed. He asked me which email address I wanted to change and the email address I wanted to change it to. I gave him the details and after a few minutes, he told me he has changed it and to give it 1 hr before I tested it. I gave it a whole day and tested it, but it was not changed. WHAT IS GOING ON?
How can changing a simple invalid email address to a valid one cause so much stress. The invalid email mail issue has been going on since last year when we agreed to a new contract. I asked the agent who set up the new contract to change this and she promised it would be done. Obviously it was not done as it is only from this year that we tried to see if we can manage our account online because of the many issues we have been having with our Virgin Media TV and Broadband package.
Moreover, we can’t access ‘Virgin TV Go’ because of this. Can I have some HELP PLEASE?
