Forum Discussion

MK23's avatar
MK23
On our wavelength
2 months ago

Cannot access App - linked to an old email

Hi

Someone please help! Since last Tuesday the I used chat to resolve this. The colleagues on there keep assuring me it’s with IT and being resolved but 7 days later nothing! With numerous complaints logged. 

since the app update I cannot log into my account as it’s linked to an old email address I cannot access to verify it. The team on chat say they’ve updated the email address but it does not work and they just do not get it and keep giving false promises it’s with IT and will be resolved in 24 hours! And it never happens. I have an IT ticket number and complaint numbers but I’m getting nowhere. Cannot access on the website or the app! 

8 Replies

  • MK23's avatar
    MK23
    On our wavelength
    14 days ago

    I’m not happy with the app issue I’ve had for over 6 weeks. I’m currently speaking to Sabrina who’s private messaging me but I’m just not getting anywhere and finding her not helpful before and now. Can someone else from the VM team looking at these messages take over from her. I have told her this. We’re just not getting anywhere and I’m not appreciating her tone with the private messages. 

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      14 days ago

      Hi MK23 👋👋.

      Thanks for reaching back out to us and raising your concerns about the previous agent and how they are handling your query relating your email address and our recent incident with some customers that are facing with Single Sign On issues. As advised prior this is a matter that we are still investigating and conversing with the departments involved to get a resolution to this, and as follows we have certain processes and procedures that need to be followed.

      Whilst we appreciate your patience in this matter, we also understand everyone's frustration with the time in which it is taking to come to a resolution to a complex issue. We will continue to work with you in a private conversation regarding this matter.

      Many thanks

      Sabrina

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      14 days ago

      Just bear in mind that VM staff on here have strictly limited authority. Often they would like to be more helpful but have no power to do so. 

      They are just as much a victim of the awful VM system as the customers.

  • MK23's avatar
    MK23
    On our wavelength
    16 days ago

    I’m just being told my Virgin chat complaints team the IT person closed the ticket without resolving it. He promised he’d call back. I’m absolutely appalled. 

  • MK23's avatar
    MK23
    On our wavelength
    16 days ago

    This is still not resolved. 3 complaints. IT ticket, IT called and said they’d resolve in 5-7 days and still nothing 2 weeks later. Tried this forum which was useless. This is absolutely ridiculous and I want this matter escalated!

  • MK23's avatar
    MK23
    On our wavelength
    2 months ago

    Hi. 

    I’ve reached my memorable word now. Can someone please help resolve this. Complaints team keep saying they’ve raised an IT ticket but I still cannot access the app or the website. They have no updated the new email! It’s gone on for 3 weeks now! 

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

      Hi MK23 👋.

      Thanks for reaching out to us, sorry to hear that you are having issues with access, so that we can take a look into this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

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

    Hi MK23,

    Thank you for your post. We're very sorry to hear about the issues you've had with your online account. 

    We can certainly take a look into this. I will private message you now to confirm your details. 

    ^Martin