Poor customer service unable to access email

Yes I agree. The customer support from VM has been non existent. This whole problem is of THEIR MAKING. They have chosen to change the way we login to our account with them. 

This problem has gone on far too long and in my case has been very stressful and frustrating. I have no idea at all when it will be resolved.

I have a ticket number. But have had zero update on progress.

Come on VM. Treat your customers with a little respect and tell us what is going on and when you are going to have a solution to the problem YOU ARE RESPONSIBLE FOR.

Wow, that was sharp practice: using it to try to flog you a contract. I'd make a complaint about that.

I had an email app on my kindle fire. I managed to get an app password (see Graham_A on community for his to do that) and it worked.Strangely enough, after that I also managed to get into emails on my laptop.

Do you have a tablet or smartphone that you can put an email app on and then try it?

Good luck.

Tried again this morning still not had problem resolved. When I update my gmail password (I have 2 gmail accounts) the update only affects my primary account. It’s hard to explain but literally I’m going round in circles.

To be fair today’s advisor was good and patient but the majority are not.

I was very angry a previous advisor was changing my contract charging me to sort out my email I think they noted it as a complaint but I don’t expect anything to be done regarding this.  

My email has all bank correspondence, medical appointments and an ongoing matter with my utility bill, I haven’t been able to access for a week. Is it too much to ask to get my email back? 

Trying again this afternoon see what happens. The worst that can happen is that I spontaneously combust! Wish me luck!

Update. My problem still not resolved. Was on phone for about 1 hour and a half, have been allocated another ticket with full details of my concern. Apparently the first ticket I gave them said unable to access email which as advisor stated was not correct. The problem is my Gmail account is linked to virgin media account. I said surely that was their responsibility to ask questions to find out as much as possible what is going on.

Another thing my memorable information was accepted by some but not by this afternoon's advisor, in fact I had to change the word. How can it be ok for one person and incorrect for another?

Was told I had been given incorrect information re changing my contract to add on home working which would cost around £9 and, in any case, not fix the problem. It will be removed but I need to check my next bill and if it’s incorrect contact customer service.

When my memorable info was deemed incorrect for further security had to give last 4 digits of my bank account which I was not happy with. You would think this was sufficient verification of my identity but apparently not! In the end I had to log into my bank and tell them my last bill and when it was paid. 

Have been assured the problem will be solved 7-10 days.

To clarify my issue is my Gmail is linked to my virgin media account, and they are unable to unlink it at present. 

Hi there,

In 2025 I have been logged out of my email account 5 times!! Every time I was told the same story; apparently there had been a security brief. Each time I was given another 16 digit password and then it worked for a month or 2, if I was lucky. I was logged out again 10 days ago with no email access or callback within 72 hours as promised. I called support 3 times, having to go through the same long-winded process only to be told they are working on it. 

I had heard rumours that Virgin was trying to get rid of their email services, and I totally believe it now. My advice: Back up your emails while you still can and leave Virgin at your soonest opportunity.

After more than one month of being locked out of my email and no call back from support, despite repeated assurance from their helpline, I am beginning to realise that Virgin is actually not interested at all in fixing their email issues. I am assuming that they want to rid themselves of all their email service provision. If you happen to have a Virgin email account, my advice is to migrate to another provider asap!!!