Forum Discussion

JPI572's avatar
JPI572
Joining in
18 hours ago

Virgin Media O2 ID locked

My VMO2 ID has been locked since 27 December.

I have only called twice but both calls have left me unconvinced that the ID will be unlocked. I got a 48 hours deadline on the first call, but that fell on New Year's Day, and with work on Friday, I left it until yesterday - unsurprisingly still locked - and being told that it was still being dealt with, while they were trying to contact the apparently unavailable "SMS team". 

I have managed to associate my old email login for O2 there, but VM is still locked (and will not allow the IDs to be linked) meaning I can't see my account, remotely record or get into the Sky apps my subscription includes. I am, however, still receiving emails.

I hold out a little hope but rather wish that there was some facility to unlock it myself online.

3 Replies

  • JPI572's avatar
    JPI572
    Joining in
    3 days ago

    Just to add that I have the same experience with the locked ID, starting on 27 December.

    I have only called twice but both calls have left me unconvinced that the ID will be unlocked. I also got the 48 hours deadline on the first call, but that fell on New Year's Day, and with work yesterday, I left it until today - unsurprisingly still locked - and being told that it was still being dealt with, while they were trying to contact the apparently unavailable "SMS team". 

    I have managed to associate my old email login for O2 there, but VM is still locked, meaning I can't see my account, remotely record or get into the Sky apps my subsciption includes.

    I, too, live in hope, but rather wish that there was some facility to unlock it myself online.

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    3 hours ago

    Thanks for getting in touch with us, and we’re really sorry for the trouble you’ve had with your VMO2 ID being locked for so long. That’s understandably frustrating, especially when it’s stopping you from managing your account and using the apps included in your subscription.

    We can look into this further for you, and it’s likely we’ll need to get an IT ticket raised to sort things out properly. So we can get this moving, could you let us know when the issue first started? Also, when you spoke with us previously, what advice were you given?

     

    Once we’ve got those details, we’ll take things from there and get this resolved as quickly as we can😀

    • JPI572's avatar
      JPI572
      Joining in
      2 hours ago

      Hi Deepak,

      Thank you for responding to my query.

      I got an email stating the ID had been locked on 27 December for security reasons. I believe this is because I had been trying to link my O2 account, repeatedly, but I was not receiving the OTAC on my O2 mobile. I found out this was because I was transferred to an ESIM, and the Physical SIM blocked, despite my phone not being capable of running an ESIM. This has now been resolved by O2 with a new physical SIM. 

      On both calls I was told that a form had been raised and escalated above the Customer Service team, but there has been no sign of any movement. It is now 48 hours since I called on Saturday to try and resolve the matter.

      Kind regards

      Jeremy