Please help me !
Hi every one ,i have been trying to access my account of a few calls to virgin but it keeps failling because i cant pass the security screening preamble even though we can agree on the address postcode account number and bb code ,i am desparate as i have come across hard times as a family and wish to downgrade to social tarif or change my provider to a cheaper deal but i cant get past the initial screening on the phone or internet portals.
I an Austistic and also a Type one diabetic in my late fiftees ,i struggle with memory issues hence my quandary with virgin and i can not see a way round it ,i simply can not remeber certain bits of relavant information to get past the security and they wont let me progress with a simple plan change ,There is not even a contact email address to explain to them why i need to access my account and change the tarif either so i feel i have no where to go to try and get this resolved before they try and take another payment and go down that route of recovery and such ,i have emailed the ombudsman about this but i am reaching out to you the community and virgin for a simple resolve ,i know the security is set up to pprevent fraud but i am not trying to do anything bad other than do some account housework to save my out od contract account from being a financial issue,
Hi John-G-S
i have now resolved the issue ,i was promised a postal letter nearly two weeks ago from my first telephone conversation ,it arrived today ! ,i was finally able to call back and resolve my issue.Sadly your essentials package was still expensive compared to the many other services out there so i have now chosen to leave VM and go With BT instead whom offfered a monthly rolling contract with virtually no commitment for our uncertain future finacialy which suits us just fine plus did i mention it was cheaper too !
Openreach have been very busy in our area installing competitive fiber optics everywhere so VM are NO LONGER the big monopoly in my area which is great no its been unregulated to many many decent choices available.Thank you VM for serving my household for a number of good problem free years now but im off !!
