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Stefthepest1's avatar
Stefthepest1
Settling in
2 days ago

Charged for help that will not sort problem. No email more than week.

I have been a customer with virgin for more than 20 years the last week I’ve realised how bad the service is. Customer support varies from average to shockingly poor.

ive been unable to access my emails for more than a week. 

The first ticket allocated 3-5 days they would contact me nobody did.

Ive spent hours on phone trying to sort out problem. Only 1 person told me it was an outage problem.

One advisor wanted me to buy an app which I couldn’t I don’t have Apple ID. Another advisor changed my contract add on home working charging me over £9 for this. Was later told this was incorrect advice and will not sort my problem. I have to check my next bill and if it still includes this extra fee I need to contact customer services.

Im in another ticket they say 7-10 days they will contact me, I’m not holding my breath.

ive been cut off several times and had to change my memorable info as it was supposedly incorrect even though I said same info to other people and was accepted.

For verification I had to give last 4 digits of my bank account I was very unhappy doing this.

Please can somebody help me. It seems my issue is my gmail account is linked to my virgin account and I have another gmail account too, I keep going round in circles. Thank you 

1 Reply

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    11 minutes ago

    Hi Stefthepest1 

    Welcome to the Community Forums. 

    Sorry to hear you've not been able to access your email. 

    Just to confirm, are you unable to access a Gmail email address or a Virgin Media email address? If you're looking to access a Virgin Media email, then we can assist further here. 

    Are you able to sign into your Virgin Media online account okay? You would need to follow any steps that advise that a Virgin Media O2 ID is required. You can find more information and support on Virgin Media O2 ID here, should you need. 

    If your query relates to accessing a Gmail email, then we wouldn't be able to assist you with this, as this is a third-party email. Having a third-party email as your login details for your Virgin Media online account does not affect your access to that third-party email. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.