Forum Discussion

BcFc1875-'s avatar
BcFc1875-
Settling in
9 days ago

Company email address suddendly stopped working

We have a company email address with Virgin Media (we should have known better really), this stopped working late last week and I have been trying desperately to get this back online.

I spoke at length with an agent via chat and spent well over 30 minute with him trying to get this working with the Virgin Media O2 ID. Everytime I verify an email, when I attempt to log back in I get told that either the email address is not verified 

If I try, I can sign in to https://www.virginmedia.com/myvmo2/home using this email address but when I try to go to email, I get the following:

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Your Virgin Media Mail account is currently unavailable

This is either because your Virgin Media Mail account is locked, or because you don’t have an active account with us anymore.

For more information on how to unlock your Virgin Media Mail account, head to our help page on managing your Virgin Media O2 ID.

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Currently I just seem to be going around in circles and not able to progress any further.

I asked for a ticket number from them as the agent advised that IT would need to look at this, as it was a bug and I was provided an order reference number (their wording not mine) and was told that someone would come back to me within 5 days.

I appreciate I am still within that timeframe, however on reading some of the other posts on here, I'm not convinced someone is actually going to come back to me within this timeframe. Has anyone had any success with fixing a similar issue?

Having been a VM customer since the NTL days (over 20+ years) I'm losing faith in the company and are seriously looking to change over email addresses away from VM, and then do likewise with my broadband connection.

Can anyone in this forum offer any help here please?

9 Replies

  • BcFc1875-'s avatar
    BcFc1875-
    Settling in
    6 hours ago

    @Martin_N

    No this is still an outstanding issue.

    I have been on to Virgin Media Support (I will use that term loosely), as I work in a support role and know what good support is supposed to look like, and frankly I'm disgusted with the way in which VM treats it's customers. 

    I was promised a call back within 5 days from 'IT', that never happened. I rang and spoke with support again for the second time, and ran through the same procedure numerous times as I had done previously, only to be told that I would then have to wait another 5 days for 'IT' to call me back, which is unacceptable.

    I then asked to be put through to the complaints department and after waiting many minutes I was advised to call back as they were too busy.

    In short, here's a recap of where I am.

    The email address in question is a secondary virgin media email address.

    • When setting up our business, I used Virgin Media for this email address, as at the time you could configure numerous email addresses, and that worked for me at the time.
    • I have verified an email address many times.
    • I try to log into the secondary account, and get told that the mailbox is locked.
    • I have tried that many times that I was eventually locked for 30 minutes before I could try again.
    • I tried again yesterday after hearing that you needed to have a secondary Virgin Media O2 ID, but I was prevented from even being able to try this due to the fact that the emails from VM were not being delivered (at all) to even try and verify an email address.
    • We have now been without access to this mailbox for just short of two weeks, we know people have sent us emails, as they are telling us so by other contact methods. At this moment in time I do not know the damage that Virgin Media's incompetence is causing to our business, and to top it off, I get emails telling me that our deal is coming to an end and that Virgin Media are going to start charging us more money. As you can imagine that sits really well with us right now.

    We really would appreciate someone taking the time to look at this and work with us to resolve this issue.

    We've set up a new (non Virgin Media) email address for our business, but we need to be able to get access to the original email address in order to verify that we want to change email addresses, on various other platforms.

    Without a doubt, as a result of all these issues, I plan never to use Virgin Media for any email moving forward. It is simply just not worth the time, pain and effort.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      5 hours ago
      BcFc1875- wrote:

      Without a doubt, as a result of all these issues, I plan never to use Virgin Media for any email moving forward. It is simply just not worth the time, pain and effort.

      As VM have stopped giving mailboxes to new users for over 3 years and given leavers mailboxes are deleted, with normal churn, it's not impossible to guess where the mail system is heading.  Oh, and they also are purging mailboxes that are no longer linked to paying subscribers...

      It would be a very sensible idea to move your mail requirements to a non ISP tied mail provider.

      • BcFc1875-'s avatar
        BcFc1875-
        Settling in
        2 hours ago

        I'm aware of this, but are currently being prevented from doing so.

  • BcFc1875-'s avatar
    BcFc1875-
    Settling in
    8 days ago

    VM will only let you enter 9 digits anyway, so whilst you are correct in that the number in the online backing is 12 digits, it will only take the first 9 anyway, so that should hopefully have been the correct details.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      8 days ago

      Thank you for that information. Have you been able to confirm the email address from any correspondence we have sent you regarding the account?

      ^Martin

  • BcFc1875-'s avatar
    BcFc1875-
    Settling in
    8 days ago

    It won;t let me confirm my account details. The Last name is correct, the account number has been taken from online backing, and I have tried every Area reference and none of these work I'm afraid.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      8 days ago

      Hi BcFc1875-​ 

      You say that the account number has been taken from online banking.  It's possible that in using that method that you are entering too many numerical digits.

      I bank with the Halifax, and my VM account number appears as 12 digits on their systems, however my actual VM account number is only 9 digits in length.  Those 9 digits correspond to the first 9 digits shown on my Halifax online banking.

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

    Hi BcFc1875- 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with the Single Sign On. We have found there is a solution that has been working for some customers if you can please try this method 👉 Link. Please let us know how you get on. 

    • BcFc1875-'s avatar
      BcFc1875-
      Settling in
      8 days ago

      The email address in question is not my primary email address (that was used to set-up the account), so I don't think this will work, however I will give this a try and report back to you.