Forum Discussion

grahamebath's avatar
grahamebath
Tuning in
21 days ago

VM02 email

Like many others, I am now unable to use my "@virginmedia.com" email on computer - just on (02) mobile.

Very unsatisfactory, especially as VM customer services now advise this is due to an update of their systems while merging Virginmedia and 02.

Varied responses from Customer Services ranging from "condescending" advice that VM02 have sent out warnings since the start of the year (I've checked back to 2024 and can see nothing to that effect) to latest good advice as above.

It transpires that internal communications leave much to be desired as many customer services operatives have not been fully appraised of the situation, especially those answering your calls from across the globe.

I have raised a fault ticket, with a "fix date threshold of 31st July and urge all those affected to do the same.

 

 

 

9 Replies

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    20 days ago

    Hi grahamebath thanks for posting although we're sorry to hear of the concerns you've raised here.

    If you have raised an IT Ticket with us already, we will do our best to resolve this within the advised timescales.

    We can't guarantee the fix date but we will do our best for you.

    Many thanks

    • grahamebath's avatar
      grahamebath
      Tuning in
      18 days ago

      Thank you Tom.

      All well and good but it is evident from the many entries on this forum, also conversations I have had with friends and colleagues, many with business Virginmedia emails, that this is
      a major fault created by VM02 themselves. 

      I have been assured by Nathan, your call centre operative based in the North East UK that
      I have completed everything required - correctly - but still no email now for at least five days.

      This is clearly not good enough and it must be for VM02 to rectify their mistake ASAP.

      Regards
      Grahame Bath


      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        18 days ago

        Hi grahamebath thanks for your reply here.

        We do appreciate your comments, it is true that there is an issue at hand and this is why there is a portion of customers affected.

        If things still aren't working, we'd advise you to try the steps here to see if this helps for you.

        Many thanks

  • grahamebath's avatar
    grahamebath
    Tuning in
    16 days ago

    Now it is asking me to log in again, setting up a new link, password, passcode etc.
    Ironically, VM02 tell me our contract is expired and asking us to renew but "compare the market.com" is now advising of special deals if we move to Sky.......very tempting.
    This "teething problem" started on 15th July by VM02 changes is still causing problems
    thirteen days down the line. Just when (if?) will it be fixed????

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      16 days ago

      Hi Grahamebath 👋 Thanks for returning to the thread to keep us updated. 

      Are you being asked to complete the two step verification when using a different device? (For example, your laptop rather than the desktop computer?) Following the recent changes you do need to complete the process on any device you use to log into My VM.

      Once you have access to My VM, if you are still having issues with Email access it may be that you need to generate a new 3rd party mail app password. You can do this by following the instructions under the section titled 'How to set an app password to use an email app' on the help page here 👉 https://www.virginmedia.com/help/broadband/manage-email-settings 

      Please continue to keep us updated with how you are getting on, so we can offer further support if needed! Thanks for your patience in the meantime. 🌞

  • petecoss47's avatar
    petecoss47
    On our wavelength
    16 days ago

    We've had the same problem since since the morning of Tuesday 15 July when my wife went to check her Ntlworld emails on her phone and got some message about invalid login.  We have limited success after two long phone calls with VM (as I mentioned in another post the VM customer service people are not to blame as they can't fix the problem as even the technical department can't fix the problem). We've both raise new VMO2 logins, my wife's works on the desktop, mine doesn't.

    Before this we both able to access emails on all our iPads, iPhones, desktop and my laptop. Presently my wife can only access emails on the desktop, no access on iPad or iPhone. I can't access on desktop, but can on iPhone and laptop.  I've also had problems similar to another chap on a recent post with difficulty with access to Virgin TV Go especially watching Sky sports, on Sunday I managed to get the F1 no problem on my iPhone then I switched to watching on main TV, later wanted to access again on iPhone the got request to login to Sky Sports which got too convoluted so gave up.

    What an absolute shambles this whole new VMO2 login setup is, I was told that VM had sent out prior notice but I checked my emails back to last year, NOTHING.

    We had a try at the link below but had to give up as too many login, try later.  Totally frustrating. May have another go tomorrow, but we are both just sick and tired of the whole business as there just doesn't seem to be any one solution to sort our particular problem. 

    "If things still aren't working, we'd advise you to try the steps here to see if this helps for you."

    I raised a IT Ticket last week but nobody come back me as yet with a fix.

    This can't go on, VM is going lose a lot of customers over this for sure.