Forum Discussion

BarryClark's avatar
BarryClark
Tuning in
9 days ago

Cannot sign it to VM

I have been round and round help and support for several weeks now. It started when I tried to log-in and my password was not recognised. I tried to reset by getting a link sent to that email, but the password failed there too. I wanted to check my recent bill.

I asked support to reset it to an ntlworld that is my main email.  They said they would do this in 24hrs. 3 days later I called again. It would be done in 24hrs they said again. As an aside they also raised a complaint. I got an email saying they had tried to contact me but I had not answered. The email even specified times. I checked all my phones and devices, no missed calls. Isn't that just very annoying. They also said they had resolved the issue by offering me extra support to understand billing. That just adds salt to the wound (as well as being gibberish).

I called again. Went round in various circles but was walked through the "New" sign on procedure - allocating backup mails etc. 

Almost there, however when I tried to give my account details to link the emails to - THEY COULD NOT BE FOUND!!!!

 

Another call accidently gave me a clue to all this. As I was walked through it again I found: 1. I cannot use an ntlworld address. So all my earlier calls abut reallocating in were wasted. 2. It seems likely that I cant use any of my email addresses as they are versions of my name, and not secure. They are only not secure if someone on the inside wants to do things to my account!!!! What is not secure is not being able to check the details of my bills.

All my (3) email addresses are versions of my name - an early adopter and able to get those email addresses.  I am unwilling to sign up for at least 2 more emails just for VM I would rather leave than do that. I think being locked out by VMs actions could constitute a breach of contract (supply) as I cant access detail of my bills. I suppose I could use an android phone with fingerprint etc but would still need to use an email address as my username. Catch 22!!!!!!

So I guess they need to help or lose a customer.

2 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    8 days ago

    Hi BarryClark 

    Welcome back to the Community Forums. 
    Sorry to hear of your concerns that you're unable to access your emails and online account. 

    We had advised customers that they did need to change their Virgin Media login details to a non-Virgin Media email address (NTLworld, Blueyonder and Virgin Media). Checking with the team it is advised now that we would require customers to have a client email address, such as Gmail and Outlook as the email used to sign into their online account. When following the steps to create a Virgin Media O2 ID, you have the option to change this here. 

    This would be the requirement to access the online account moving forward. Please let us know if you have any further issues accessing the account whilst using a client email. 

    • BarryClark's avatar
      BarryClark
      Tuning in
      7 hours ago

      Thanks for your reply. I do understand all that. But when I try to link the account details - number area code etc. the response is "cannot find details". 

       

      I do wish someone would actually address the issues I raise rather than repeating "what I should do". I HAVE TRIED TO DO IT BUT IT FAILS,