Forum Discussion

mozza34927's avatar
mozza34927
Joining in
4 months ago

access to account and no emails

hi i have contacted VM approx 6 times over 5 weeks , since migrating over to O2 i have not received any emails or sent any , obviously i am missing important information eg appointments car insurance etc etc etc , they have poromised to fix with 3-5 days but again this morning still not happened .

lijke many others spent hours getting thro menus which dont mention access to emails , when i last spoke they said millions are having same trouble and i am moved up to priority . 

why was it not tested properly before it worked .

how can i get it fixed . will i incurr a penalty if i cancel the contract 

regards Mozza 

10 Replies

  • Tony_'s avatar
    Tony_
    Superfast
    4 months ago

    Can't give you an answer.. but just to say I have similar problems... (I have been in contact with them 14 times and still not resolved or even an update).

    So for me anyway, if it is not resolved by Thursday then I begin authorised action against them which may also involve compensation... In point of fact I would rather just have my account restored but it may be one language that gets things going (maybe). I am sure VM get many actions against them and one more will probably not make much difference... But I have tried all other avenues to no avail... Even just getting an update on the situation seems to be beyond their capability.

    Good luck with your progress.

    Tony_

    • mozza34927's avatar
      mozza34927
      Joining in
      4 months ago

      Spoke to ED at VM thought I was getting somewhere ,it was decided to delete all information on my account and start afresh , he said he would be working on it and that give it 24 to 48 hours and they will send link to my gmail account and I could use this as my user name and my account number .he also said he would keep it in his records and monitor it it . Guess what no link no phone call etc . After 48 hours . 
      they finish their conversation asking to give them to fill in survey of their performance,I keep saying how can I do that if I am not receiving their emails 😩.i suppose that I need to contact all my friends , business arrangements,doctors ,council shopping etc etc etc etc and give them my gmail account ,then cancel my contract cos I can’t get access to account including O2 . I don’t think they can sort it for months according to the forum .regards Mozza 

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    4 months ago

    Hi Mozza34927,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue with your online account and email. 

    Do you know if anything has been raised to our IT team? If so, you should have been provided a reference

    ^Martin

    • mozza34927's avatar
      mozza34927
      Joining in
      4 months ago

      Yes I have received complaint reference and ticket number  on my gmail account . To get through to agent it’s a timely cos it doesn’t mention access to account or emails , if you mention account on menu it goes through lots a time wasting jargon and try something different same menu again ,when getting an agent you go through security then pass you through to someone else , I have spent hours on this problem ,the technician admits they have messed up big time ,so I believe when I cancel my contract I should not have to pay a cancellation fee . What do you think .?. Regards mozza 

  • cat15's avatar
    cat15
    Tuning in
    4 months ago

    Same issue here, Priority ticket issued promised telephone response in 3-5 days, Chased up and got absolutely nowhere, eventually being told they would text me when sorted. 

    Wrote to chairman and having given them my details and being told they will look into it I have had no response 10 days later.

    Tina

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      4 months ago

      Hey cat15, thank you for reaching out and a warm welcome to the community we are sorry to hear about your IT ticket.

      Sometimes they do take longer than the 5 working days, the IT team will be looking into this please do not worry.

      • cat15's avatar
        cat15
        Tuning in
        4 months ago

        The ticket was issued in the beginning of August - I was originally told on casing after the 5 days had passed ( nearer 7 or 8) that it would be sorted by the 13th August. We are now well into September - what is going on? it is almost 6 weeks since this issue was raised and I have been without e-mails the whole time - I have no idea if I have missed critical information

  • mozza34927's avatar
    mozza34927
    Joining in
    4 months ago

    I have used an email address @another .com for years but it’s gone out of business for at least 10 years but still worked as the user name , they send link to this address so don’t  receive it and don’t work obviously . Still waiting 6 weeks for them to sort it out, others on here have waiting a lot longer 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    How are you checking your mailbox?  Is it via Webmail?  Have you setup the new VMO2ID user account yet?  What response do you get when sending an email from your Gmail account to your VM email account?