Forum Discussion

spoovy's avatar
spoovy
Joining in
27 days ago

Still can't access my account, and broadband down

For literally years now I have been trying to get access to my online account, but I am forever blocked by different technical problems and there seems to be literally zero support accessible.  I have been unable to activate my account since day one as the "verify your email" links that came through were immediately "expired".  I would literally receive the email and click it within a minute yet alway the same -- expired.  Over the last 18 months or so I phoned multiple times about this but got nowhere.  I texted via Whatsapp but received literally no reply at all.  I gave in in the end.

Now today my broadband is down again and I was advised to download their new app so I could check status and report it.   I tried to log in and it doesn't recognise my account number, so I can't.  Same thing via web browser.  

I phoned support again and spent literally 10 minutes navigating their infuriating automated menu system until eventually it said it would transfer me to a human being.    I then heard a series of muffled sounds and and occasional split second of human voice for about 20 seconds until I was disconnected.

What am I supposed to do?  The service doesn't work.  I can't log into any of the "apps" that are supposed to help me manage these situation.  Nobody answers the phones or if they do they just hang up, or the line doesn't work or something.   Nobody answers Whatsapp messages.    What am I supposed to do to sort this mess out?

3 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    27 days 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 they should be able to assist.

  • Rebecca_CI's avatar
    Rebecca_CI
    Icon for Forum Team rankForum Team
    27 days ago

    Hi Spoovy,

     

    Thank you for reaching out to us. We’re really sorry to hear that you’ve been having difficulty accessing your account, and that this has been going on for some time. We also understand how frustrating it must have been trying to speak with someone from our customer service team.

    We’re here to help and will do everything we can to get this sorted for you.


    To assist you further, we’ll need to access your account, which means we’ll have to complete some security questions with you first.

    We’ll send you a private message shortly so we can continue this safely and securely. 💬🔐

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    27 days ago

    All the reported problems point to this root cause: the account was never correctly provisioned on day one. Although the account was created in billing it was never successfully linked to a Virgin Media ID. When that happens, the service can work, but all digital access breaks. That would explain:

    • email verification links showing as “expired”
    • online login never working
    • the app not recognising the account
    • agents resending links that never fix anything


    So, VM needs a 2nd level support team to do either do a back-office identity reset (to correct a corrupted identity record) or rebuilt the digital account and re-link it to the billing account (to connect a correct identity record to the billing account). It reflects poorly on VM that nobody took charge and referred this to 2nd line support ages ago.