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withnail69's avatar
withnail69
Dialled in
4 days ago

"Unable to find my virgin account"

Hadn't used myvirginmedia for a while. Went to the 'tv control' ios app to record something on my tivo box and couldn't log in. All of a sudden it was virginmedia and o2. I tried to login with my original blueyonder email address. Didn't work. Then remembered they had made me set up a third party email address for some crazy reason and I could no longer manage the secondary email addresses on my account. Tried to log in with the third party email address. It sent a verification email to that third party email address. Then had to configure that mailbox in order to verify. I verify then it says I have to link my virginmedia account to a virginmedia o2 ID whatever that is. When I click link it asks for my surname, account number and area code. Which I put in correctly. It then says it can't find my virginmedia account. The account I have had for over 20 years. I am getting nowhere with first line who just make false promises and tell me someone will call back within two hours. I cannot access...myvirginmedia,  webmail, my package, my bills, any virgin ios apps. 
I have a ticket logged with it which nobody is contacting me about (ticket id [REMOVED]
and now a complaint id (C-2708252364). Can anyone here help please? I'm sure this is just an active directory type change required. 

[MOD EDIT: Private information removed]

 

 

6 Replies

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    4 days ago

    Hi withnail69, thank you for your post.

    We're sorry to hear about the problems you've been having and the difficulties you've had when trying to get them resolved 😔

    I can see there's been contact with the team since you posted. What's the very latest information you've been provided in terms of how we're going to go about rectifying the matter?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • withnail69's avatar
      withnail69
      Dialled in
      4 days ago

      I don’t have any information about how this is going to be rectified. That’s why I am here. Vm chat agents just tell me someone will call me back. I tell them the same thing happened yesterday and they apolagise. Assure me that someone will deffo call and then they don’t 

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        4 days ago

        Hi withnail69, thank you for your response. We appreciate your frustration.

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        Regards,
        Daniel

  • Tony_'s avatar
    Tony_
    Up to speed
    4 days ago

    Afraid I don't have an answer but just wanted to say that is pretty much what I am experiencing... Can't access My Virgin Media account so no access to contract, bills, emails etc. this has been going on since 14th July... Endless calls to CS.... IT tickets raised and nothing happens... Two written complaints... which were not even acknowledged...  I am just told "they" are working on it!

    As you suggest, I am sure it is some kind of change or reset... But seems to be beyond their capability

    really hope you have more success that I have been having..

    Tony_

    • withnail69's avatar
      withnail69
      Dialled in
      4 days ago

      Hi Tony. If the efforts in asking a million security questions were out into getting someone from second line to contact me it would be sorted. If someone can’t see my ticket logged and the details within it then they aren’t gonna have the clearance to help me. Simple. Yet they all ask me the same security questions over and over and nothing progresses. I now have three complaint reference numbers for some reason. No idea what is going on. Let me know if you get anywhere

  • Tony_'s avatar
    Tony_
    Up to speed
    4 days ago

    Again... Exactly what I am experiencing... But you are one IT ticket up on me... I only have two IT tickets open... with the same promise that someone will get back before next Wednesday... I do not hold out a lotta hope. 

    I have had so many lies about we tried to contact you on several occasions but were unable... etc etc

    Today I logged a complaint with OFCOM... not sure that will do much... but if I have not had a resolution by next week then I have been advised to raise the issue with the Communications Ombudsman where I can raise a specific case against VM  and which in effect gives VM 8 weeks to offer a resolution before they step in. 

    Not great... timewise... but I am running out of ideas and they might hopefully be the people to get some kind of meaningful response out of VM ... Cos I have not had any sensible, competent response yet.

    Tony_