Forum Discussion

Stefthepest1's avatar
Stefthepest1
Hanging out
31 days ago

Poor customer service unable to access email

Hi there

Ive been unable to access my email account for more than a week now it’s been a nightmare. 

The worst thing is the customer service. I’ve been passed from pillar to post having to say my issue over again and again. 

One of the first customer service assistants logged my problem and marked it Urgent said would contact me 3 to 5 working days. Nobody called. 

I’ve spent hours on the telephone and each person tells me a different thing. One advisor said the only way in could resolve problem was downloading an App. She would charge my account and draw up a new 2 year contract. I said I didn’t want a 2 year contract. I couldn’t download the app in the end. 

The last advisor said there had been an outage all week. This is the first person who’s told me this. They said they will phone me after 24 hours. 

Im so not impressed with the information I’ve been given and the stress it’s caused me. 

Can anybody help or should I just wait for virgin to ring me again? Thanks

 

7 Replies

  • Buster52's avatar
    Buster52
    Hanging out
    31 days ago

    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.

    • newuser23's avatar
      newuser23
      Dialled in
      31 days ago

      When they promise a call back or give you a ticket number it's just to get rid of your call. They won't call you back and they don't care what trouble they have caused you. They have got your money and that's all that matters. 

  • liauq's avatar
    liauq
    On our wavelength
    31 days ago

    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.

     

  • Stefthepest1's avatar
    Stefthepest1
    Hanging out
    31 days ago

    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? 

    • liauq's avatar
      liauq
      On our wavelength
      31 days ago

      I resorted to phoning Amazon to get my email details changed because I couldn't make payments without "two step verification" through my email.

      A call centre based in India: everyone was very sympathetic and helpful and sorted the issue out but I had to go through a lot of security hoops.

      Now I've got my email back, I'm going to start the lengthy process of moving all important contacts to googlemail.

      I'm concerned that at some point, Virgin media are going to stop supporting "blueyonder" as they already have with other addresses.

      It will also be one less thing to do if I want to dump Virgin in the future.

  • Stefthepest1's avatar
    Stefthepest1
    Hanging out
    31 days ago

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

  • Stefthepest1's avatar
    Stefthepest1
    Hanging out
    31 days ago

    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.