I am writing this on behalf of my 89 year old mother-in-law. She has just tried to login but is now being asked for a non VM email. She is 89 and already struggles. What is wrong with using a mobile number to send a code to like most other companies do.
It is VM's fudged attempt at 2FA. A customer can obtain another email address easily and for free. Comprehensive changes to VM's own systems would likely cost VM more money.
Once the third party email address is set up, it is simply used as a login name.
Not for an 89 year old, she wants to speak to UK retentions as well, last year some one on this forum helped so if you read this please get in touch.
Forum TeamHi davef28 👋.
Thanks for reaching out to us, sorry to hear of the issues your Mother in - law is facing with her online account. Like other companies we all use various methods to secure or maintain the security of our customers data, in this case as with others a secondary email has been required that is not tied to her Virgin Media account to enhance security. With her package, we would not be able to implement any package changes unless with the account holder directly, if she can reach out to us via her chosen Social Media platform or via phone we will be able to assist in looking for a new package for her.
My wife has POA so she should be able to do it, what way would you suggest is best, can she do it via this community ?
