Forum Discussion

HVM's avatar
HVM
Joining in
26 days ago

unable to access secondary email ac

On 28th July 25, I reported that my secondary email ac was not accessible causing huge difficulties (work email for my wife). Also other priority issues

it took me literally hours to get Virgin to accept the problem - I was shunted from operator to operator, from country to country. I finally got through to someone who accepted that this problem was affecting all customers. He gave me a service request number and promised to rectify within 3-5 days. He would not put it in writing. So I filed a complaint and was told that they would respond within 28 days ! 

When I rang after the promised time to get an update, again I was shunted from operator to operator to operator. They tried to get me to try remedies that I knew do not work. Finally I spoke to an operator who understood my service reference, he promised to write and confirm that problem will be fixed within 3 to 5 days but he never did. 

Disgraceful. First priority is resolution. Then we need to work together to file a substantial claim for all the consequences and loss. If we approach as individuals, we will have a difficult time

3 Replies

  • Hi HVM, thank you for your post.

    We're really sorry to hear about the problem you're having and the poor experience you've had 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,
    Daniel

  • HVM's avatar
    HVM
    Joining in

    Gentlemen, 

    nothing is happening. I have a fault code IT ticket but no one seems to recognise it. I have submitted a complaint to Virgin media but they want 28 days to investigate. 

    This is disgraceful for a service provider. I have wasted hours on the phone only to listen to nonsense from a new person each time. They refuse to put me through to supervisor. They promise to send a response or update but never do. 

    I must now explore legal route to make Virgin Media realise the sheer hell we are experiencing with a locked out email with work, financial and other critical information

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team

      Hi HVM, 

      Thanks for coming back to us here in the Community. 

      We can see that Daniel sent you a private message on 06/08/25 to help look into things for you however he's not yet received a reply from you. Please reply back with the answers to the questions Daniel has asked so he can help further. Just in case you're having difficulty locating the PM, click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

      Many thanks,