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marknicholson23's avatar
marknicholson23
Joining in
2 months ago

Contract details wrong, security password incorrect, locked out of my account.

Contract details wrong, security password incorrect, can't get phone help and past password phase, web app and WhatsApp help not working, locked out of my account.

I signed up to Virgin Media moving from Sky due to terrible customer service.  I signed up to Virgin Media using all my details, however all the details on my account including phone number, bank details, account name are all in the previous person's name from who we were with Sky with. I am locked out of my own account and can't get in touch with a human to help me sort this as they are treating me as a person who set-up an account with correct details in the past and now want to change them.  Virgin Media should not have any details of the other person, only mine.  I'm not sure what to try now.  Things I have tried and outcomes:

  • Customer Service Phone assistance: helpline person asked for 3 characters from password, which I provided and they said it was incorrect.  They tried this 3 times and then said they can not help me as the attempts are now locked.  I asked to speak to their manager and they said they could not do this until I provided the password.  I checked the password using my online log-in which was correct, I told the person I was looking directly at my online details at that moment and the details I have is what I provided.  They also said the account holder was Margaret, it is not as it is under me, Mark.  They should not have even had Margaret's name, never mind her bank details and phone number, as she has never talked to anyone from Virgin Media.  The representative said they would send me a letter in the post that may take up to 3 days to receive that has the password in it so we could try again.  The letter never arrived, the one thing that is correct on the contract is the address.
  • Online web help: tried to get help through online web virtual assistant.  Said the wait times where 5-10 minutes and offered to WhatsApp me.  Their message never came through on WhatsApp, so I responded to '2. no' when they asked if the message had came through.  They gave me a number to contact on WhatsApp, I entered this and WhatsApp recognised this number as Virgin Media.  I sent the message and received no reply.
  • Customer Service Phone Number Automated Service: I tried the phone number again today and went through the automated service.  At the stage of it asking for my password I provided it and it said it was incorrect.  I sorted all this out after the last time on the customer help line.
  • Sent a WhatsApp to Shaun, our Virgin Media Sign up guy: Shaun was a representative that came to my door and helped book an engineer for installing Virgin Media, giving me his number and taking my details to sign-up to Virgin Media.  I contacted him on WhatsApp asking for help.  No reply.

I'm now here hoping that someone, anyone from Virgin can help.  I need to change the details on my contract, including:

  • Bank details
  • Account holder name
  • Checking what the password is to get past security on the phone.

Short of cancelling my contract with Virgin Media and setting it all up again so I have control of my own account I don't know what to try next.  I don't know how it is possible that Virgin Media have the bank details, phone number and name of Margaret as they should not.  The only point of contact Virgin Media has ever had, including sign-up person and engineer, is me.

Please help.

1 Reply

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

    Hi marknicholson23, 

    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 account. We would only have the information if it was given to us. Once an account is set up, we're not able to change the account holder. The account would need to be cancelled and a new account created. The only exception to this is in cases of bereavement. 

    We're also not able to change bank details via the Community. This can be done via My VM, and the telephone memorable word can also be checked there. 

    We'd like to look into this a little further however please bare in mind that we may be limited. In order to do that I'll need to confirm some information with you to pass security so 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,