Forum Discussion

alangigi's avatar
alangigi
On our wavelength
6 months ago

Secondary email account locked for 5 days

Rang VM eventually given a ref. Number as the person could not unlock the account. Told I would be contacted within 5 working days. No one has been in contact. Previously as requested I used a non VM  email address and new password to access My Virgin Media. Never received an email to confirm the new address. Tried to use another email address but message keeps saying respond to the previous which I have never received.  Going round in circles. Please help. Been with VM over 10 years.

Earlier in the year the same problem happened with my main email account which was only fixed by a VM technical support. 

13 Replies

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  • alangigi's avatar
    alangigi
    On our wavelength
    6 months ago

    I have the same problem. Secondary account locked for 5 days. VM phone fave me a ticket no one has responded. Initially tried to set up a new non Vm email as requested. Never got an email to confirm new email address. Tried to input another email address this was refused. Stuck at step saying please confirm email address. Been with VM over 10 years now very annoyed!!! VM help me please!

  • alangigi's avatar
    alangigi
    On our wavelength
    6 months ago

    I have same problem.  Secondary VM account locked for 5 days. Tried to use non VM email account as requested to get into My Virgin media. Never received email to confirm new email address. Tried to use another non VM email address but message keeps saying respond to previous email. Been with VM over 10 years getting very fed up!

    I contacted VM by phone. Got a reference number. No one has contacted me. Please help!!!

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

      Hey alangigi, thank you for reaching out and I am sorry to hear you are having some email problems.

      I can see you've spoke to the team since this post, did they manage to get it sorted out for you?

      Also if they have raised an IT ticket this can take up to 5 working days sometimes a little longer. 

      • alangigi's avatar
        alangigi
        On our wavelength
        6 months ago

        Matt. I have responded to Robert_P on the Forum Team who reached out to me. So far 2 separate VM tech people have tried and failed to unlock our email account. Seems to me by the number of complaints VM have made email security ridiculously complicated or else they want existing VM customers to give up email which if true is very shoddy practice. A most dissatisfied long standing VM customer. I have also submitted a formal complaint to VM but I doubt it will do any good. Thanks for responding to me.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hello alangigi

     

    Thanks for posting in regards to your email account and problems accessing it, we understand the concern this is causing and we're happy to take a look for you.

     

    From what you have advised, it sounds like the issue was raised with out IT support team, this would entail a 5 working day timescale for it to be resolved. What date did you speak to the team and were advised a ticket would be raised?

    Let us know and we'll be happy to look into this further for you.

    • alangigi's avatar
      alangigi
      On our wavelength
      6 months ago

      Thanks for reply. No No one contacted me. Its now day 8. Yesterday I managed to break through the Bot and spent over 1 hour with a support person. They could not unlock our email account. They raised a complaint to their manager and gave me a ref. Number and promised someone would phone today. Yes they phoned at 12.20 but I was in zMorrisons pharmacy. I requested a call back in 30 minutes. No one has phoned. It is now after 7pm in India so I guess they may phone at some random time tomorrow when again I may be out. This is most unsatisfactory.  Can you please help me I am at my wit's end with this problem. VM seem to have made email too complicated. I am a 10 year plus client and this is no way to be treated.

    • alangigi's avatar
      alangigi
      On our wavelength
      6 months ago

      Please respond to me. Now been 10 days since VM locked our email account for no reason. 2 tech people have failed to unlock it. India call centre didn't bother to call back.

  • alangigi's avatar
    alangigi
    On our wavelength
    6 months ago

    Our secondary VM email account has been locked for 10 days. 2 VM staff have already tried to unlock it spending over an hour each time. Now seem to be in limbo going nowhere. Can you help me? 

    The process to change the My Virgin Media login to a different email address failed and this is now stuck in a loop.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      6 months ago

      Hi alangigi,

      we're sorry to hear this isn't yet resolved.

      This would be something our IT support teams deal with, however we can check the IT ticket for you and provide an update.

      I'll send you a private message now, please look out for the envelope in the top right of the page and pop back to me when you can.

      • alangigi's avatar
        alangigi
        On our wavelength
        6 months ago

        Dear Vikki. Thank you for responding to me as I heard nothing from the other 2 Forum team members which I must say I found very disappointing. However I can say that our problem has been solved thanks to  VM support called Jeff who I managed to contact after phoning again today. He clearly new how to unlock locked accounts. He created a temporary My Virgin Media password and I used this to walk through the process with his help to reset the account and generate a new email password. He was a great help. I said that VM should use him to train other team members how to resolve multi factor password problems as other team members clearly do not know what to do. So thanks again for responding but I am pleased to say this problem has been resolved.