Forum Discussion

MMITCHELL65's avatar
MMITCHELL65
Settling in
3 days ago

Unable to reset password

I am attempting to regain access to one of my secondary email accounts.  However every time to try to reset the password of the associated "My Virgin Media" account, the system just hangs with the  spinning "VM/OS logo" and never actually re-sets my password.  Despite several attempts to get this resolved with the VM agents over the phone they simply keep repeating this needs to be passed to their IT team.  However after several days this issue still remains and has not been resolved.

Sorry if this is a controversial comment, however If the agents could actually understand some basic English I feel my issue would have been resolved by now.  For example one of the agents said "new password"  When I asked if he wanted me to provide a new password or if he was going to tell me what my new password would be, he simply answered "YES".  Still have absolutely no idea if he wanted me to give him a password or if he was going to supply it because he then said he would have to pass my issue over to internal IT.  I am STILL awaiting a response from that.  This is getting extremely frustrating.  I simply need access to my email back.

5 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    3 days ago

    Hey MMITCHELL65, thank you for reaching out and we are sorry to hear you are waiting on an IT ticket, also a very warm welcome to the community.

    We do everything in power to get this fixed on the day for you, however sometimes it needs to go over to IT.

    Once it goes it IT this can take 5 working days sometimes a littler longer or shorter.

    Once its with IT we are unable to speed this up sorry.

    How long has you been waiting? 

  • MMITCHELL65's avatar
    MMITCHELL65
    Settling in
    3 days ago

    Hi  this has been ongoing for about 3 days now.  It is very frustrating that I am unable to access my main email address but understand this needs your internal IT team to take a closer look at.  Hopefully they will be able to resolve the issue very quickly as I have some very urgent emails that need my attention that I cannot currently gain access to and the people involved will not accept an alternative address for security reasons that I will not go into here.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      3 days ago

      Thank you for that information. We do apprecaite your frustration with this. We're sure they are looking into for you. 

      ^Martin

      • MMITCHELL65's avatar
        MMITCHELL65
        Settling in
        14 hours ago

        Is there any way to get this issue escalated?  I still do not have access to my email and the VM team have not contacted me back either.