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docrobin1's avatar
docrobin1
Settling in
2 months ago

Unable to access email

I'm trying to support my 83 year old father who needs to access his email to get medical appointments. Every month or so his email gets locked and he has a lot of trouble remembering logon and security details. We tried to follow the instructions Virgin provide but it fails as soon as we try to reset the password. First it asks for a non-virgin email address and then tells us we can't reset it because an email change is pending (no idea why, and it's been stuck like that for over a week)

I tried webchat, but nothing but a holding message for over 20 minutes. Tried WhatsApp but it failed to send the message. Sent them a whatsapp on the number they provided and nothing responded.

It's essential my father can get access to his email for his medical appointments and he's getting increasingly distressed about not being able to. How can I actually get support given the silence from the provided channels?

5 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    You will get a reply from a VM person on here (usually within a few days) who may offer help.

    The best long-term solution for your father is to move his medical contacts over to a new email address with a proper email provider.

    This may cause some him disruption initially but he will not cause him further distress in future when his VM email inevitably breaks down again or locks him out.

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

    Hello docrobin1,

    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 your Father is having with his email account at the moment. You mentioned that there was a pending email change on the account. We're limited to what we can do for you with such an issue as you're not the account holder. Has any email been received into the non Virgin Media email address to confirm the new address?

    Kind Regards,

    Steven_L

    • docrobin1's avatar
      docrobin1
      Settling in
      2 months ago

      Steven,

      No it hasn't gone to his other account. That has the correspondence from Virgin from November from a previous time we went through this, but nothing recently. Incidentally I have power of attorney for him but if this can only be done by dealing with him directly, please provide a phone number he can call. 

      Thanks,

      Robin

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

      Thanks for coming back to me docrobin1. As you have a power of attorney we would be able to help further. 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

  • docrobin1's avatar
    docrobin1
    Settling in
    30 days ago

    Steven,

    Thanks for the offer of help,  but I haven't received any messages here yet. Have any been sent?

    Robin