old account vs new virgin media 02 account - trouble with validation emails

Question

Hi. I have the older account and don't have any o2 services. I have not been asked or been able to create an account on the new virgin media 02 system. I can access my account from my laptop BUT, if I try to access my account from my phone then I get a message on screen saying "we've sent you an email with a link" and "Tap and follow the link to verify it's you". The screen message is clearly badged as virgin media 02 and none of these emails ever arrive in either my Inbox or Spam folders.

It's exactly the same when trying to add a device to TVGO or SKY. I'm pretty sure there is the wrong email address in your back-end system as I can receive certain emails (like downloading a Bill or remonding me of my sky pin) but NOT the emails which says anything to do with verifying it's me or adding a device.

This has been going on for weeks, now. What can be done and has anyone else had this problem? Thanks

Malc99 · Answer

Yes, I have had a similar problem. During the linking of the account process, the system can always find your account, identifies that the account is registered to a different email, which it asks you to input. The process fails because the mail they send, for you to authorise the link,never arrives, although Virgin e mails on unrelated subjects are received as normal.

I must have tried the link over 100 times in the last month with no success.

Virgin IT claim to be working on it. I suspect it is a problem of their own creation.

Malc99 · Answer

One thing I have noticed which might be a clue.

When the tell you which email they think my account is registered to, clearly they don't specify it for security reasons, but use asterix. In my case this e mail address is one digit longer than the "real" e mail address.

Just thinking out loud!

gacwands · Answer

make sure you have a ticket logged for it agaisnt your account. That's my next step once the Tech people have viewed this and commented.

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old account vs new virgin media 02 account - trouble with validation emails

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