Forum Discussion

bpartal's avatar
bpartal
Joining in
3 months ago

Help on Account Unlock Problem

I am a Virgin Media broadband customer. Yesterday, I ordered a new phone with an eSIM, and the delivery was supposed to arrive today by DHL. However, this morning I received two emails saying that my Virgin Media O2 ID has been locked. Since then, I have been trying to get help, but without any success.

First, I called customer service, but I was kept on hold for almost 15–20 minutes and no one answered. Then I tried the live chat, but the agents were not able to help at all—they barely understood the issue and couldn’t provide any solution. There is also no clear information anywhere explaining the next steps for unlocking an account.

I honestly don’t understand how this system and customer support process works. I simply need my account unlocked, and I would appreciate proper guidance on how to fix this issue.

2 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  Hopefully the VM Mods here will be able to assist and with discuss directly with you.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello bpartal,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your online account at the moment.

    I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L