I am unable to access Online Security settings in my account. I am the main account holder, logged in successfully, I can see other settings fine.
I tried via the website on my laptop, I also tried via the app on my phone - same error whichever way I try:
No matter what I do I can't get to the page.
Please help.
Hi Scott28tt 👋🏼.
Thank you for posting and welcoming you onto our community forum 😊.
Sorry to see you are not able to access your online security ☹.
Have you tried this by our app?
When you try to access this online, have you tried it on a private/ incognito browser?
Let us know, we want to help.
I already said I tried via the app in my initial post.
I just tried in a private/incognito window, I get the same error.
This is the page I am trying to get to, in order to amend parental controls: https://www.virginmedia.com/my-virgin-media/account-settings/security
Thank you scott28tt and I am so sorry to hear that you have been unable to access this page.
I'm going to pop you a PM so we can take a closer look into this together. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
Almost a week and I'm still playing message tennis with you trying to get some help.
This is crazy.
Thank you for popping back to us here scott28tt
We have continued to look into this with you via the PM and will continue to do so until we can get a resolution.
Shame it’s taken so long to get nowhere, other than me confirming a load of things I had already said.
For the record.
And now up to another 7 working days over such a fundamental function of every broadband account with literally every provider.
Pretty pathetic.
Well? Any news?
Hi scott28tt,
I've checked the IT ticket, and this is now showing as resolved if you can please check this?
Alex_Rm
I wouldn’t have posted on this thread on Sunday if the matter was resolved.
The issue remains, please go back to whoever was looking into this and tell them, then get back to me once it really has been fixed.
This is crazy!
Wow, even raising a complaint doesn’t make you look at the actual problem and provide a relevant response.
As it’s the start of a new week and it’s now been 1 month and 1 week since creating this post, let’s try again to see if anyone at VM is paying attention and able to get the issue resolved.
Please advise ASAP on the latest status.
I am being told by DM that I won’t hear anything til a particular member of staff comes back from holiday, which I find ridiculous.
I did receive an irrelevant response to the complaint that I raised, which I replied to the same day and have heard nothing back on that either.
I really don’t know what else to do. It’s a basic function I am trying to access. Maybe I should stop paying my bill til it’s resolved, then again you’d probably end up logging it as a missed payment.
Come on VM, it’s time to get this resolved.
Still no action, still no complaint resolution, and now I have a fault meaning no service to my property, just to rub it in it’s billing day.
This experience just gets worse and worse.
It’s time to start acting, or I will be requesting for you to allow termination of my contract.
Hi scott28tt
Are you wanting to turn the web safe parental setting on?
If so we can try and do that manually on our side for you while we await the IT ticket to be fixed.
With regards to the service issues you are having, we are very sorry.
We can see you have an engineer visit booked for this already.
Please let us know if you would like us to try and put web safe on and we will send you a private message.
I cannot even see what the settings are to know if I want them on with defaults or not - I appreciate the offer but after waiting for 6 weeks already it seems odd to enable settings blindly.
I now have 2 complaints outstanding - the first two problems I've had both dealt with poorly.
Hi scott28tt,
Thanks for coming back to us in the Community.
I can see you've already sent a private message to my colleague who was originally helping you to resolve this.
We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.
Thanks,
Do I win a prize for not having a successful resolution to an issue accessing what is a basic and essential function of any broadband account?
It's been well over 2 months since I first created the post, and it seems that not a single person in VM knows what to do about it.
I have the same problem, which is causing me a great deal of distress. I have just started using it for 1 month and still have 17 months left on the contract...
