Virgin.net no email access
Hello, I am also having major issues and frustrations with VM. I have spent many hours on chats and waited on phonecalls. I have followed all steps advised to me and seem to be making the issue more complicated than it was. My situation is that I have a virgin.net email that stopped syncing on 13 Jul. I have created 2 VM/O2 IDs - one of them using the virgin.net email. But.... when I try to 'Get New Password' it gives me this error message - '
Sorry, we couldn’t create a new email app password
Please try again later.' I have had several IT Tickets raised and complaints but really I am getting nowhere. Any advice PLEASE?
Hi All 👋 I'm just returning to the public thread to keep things updated. Huge thanks to MDM2 for PMing with me, and for their continued patience throughout our attempts at getting this resolved.
I'm sorry to report that the email address has indeed been lost, and it is not possible to recover it. We raised a number of IT tickets over the period since the initial post, believing the access issues to be linked in with some of the recent VMO2 Identity changes. At one stage we were assured by IT that the mailbox had been correctly transferred over to the current account, with the VMO2 ID login. However upon further issues, and the case being escalated internally to another senior area of IT, the mailbox was identified as linked with a former disconnected account that was purged and so lost permanently (without possibility of recovery.)
I appreciate this has been an incredibly poor experience, and have raised it internally as an example of an area we need to improve to better support customers. We have a formal record of the case in the form of a complaint, and upon some discussion we agreed on an alternative goodwill gesture as an offer of resolution - which has now been implemented.I can only apologise that this happened, and thank MDM2 for their patience and graciousness towards me whilst I've done my best to offer support. I hope any interactions with us in future are a distinct improvement.
Wishing you all the best. 🌞