Unable to register, Support refuses to help
Hi, I'm posting on the forums as a last resort, as I am at my wits end. I have been a Virgin customer for years and I have recently (July 2024) moved to a new address. I decided to keep my internet with Virgin. After talking with Support multiple times I finally managed to get my internet set up at my new address, but for whatever reason they needed to create a new account for it. I didn't question it until I tried to log in to said account in August 2024 to pay my bill and found that no such account existed. I then tried to register the account but to no success; every time I hit enter after typing in my new password it's stuck loading and eventually provides me with an 'out of memory' error. Throughout August, September, and now October I have kept contacting the Support team for help. Our conversations usually go like this:
I explain that I need to pay my bill and can't register on Virgin because of an issue on their end. They ask to confirm account details, which I do, but then they ask for a 'memorable password'. I tell them there isn't one because there isn't an account. They say they can't do anything and they need to send me this 'memorable password' via letter. I say OK and provide them my address, they say it should arrive within the next 48 hours. No letter from Virgin arrives and next week the process starts again.
It's driving me insane because my internet has been cut off twice now as I am unable to check and pay my bill becausse Virgin refuses to let me make an account. The only way I can pay is through the phone sometimes; funnily enough when it comes to payment all the 'verification' they need is just the first two numbers of my postcode. Now I'm receiving threatening phone calls from Virgin asking me to pay weird sums of money that I can't even ask Support about because I don't have a 'memorable password'.
Is there anything I can do at this point? I can't contact Virgin by any means except via the chat system on the website and they are refusing to me help me and to this day, since August, I have received zero letters about a 'memorable password'.