Email Account problem

[Plashet30]

On July 8th one of our email accounts stopped working on the smartphone and iPads. The message read that there was a problem signing into the account and we needed to enter the password again. Trouble is, this is the 4th time it has happened since the end of last November and I don’t remember what was the last password used. After many calls to customer services they reinstated the account so it was useable on the virgin webpage only on 10th July, but not the connection via the mail app we normally use. IT called me on 13th July and were part way through resolving the problem I thought, when the line went dead and they did not call back. I called again today (16th July) and after speaking with a “Technician” he informed me the problem was nothing to do with Virgin media but for £9.99 a month he would be able to talk me through a “possible” solution. As a customer for over 25 years, I refuse to pay extra for something obviously caused by VM so I wonder if anyone else has had the same problem and got the issue resolved.

[jpeg1]

I know this isn't what you want to hear, but the only sure way to avoid the problems with VM email is to move to a more reliable email service. 

[Tom_W1]

Hi @Plashet30 thanks for your post although we're sorry to hear of the concerns you've raised here.

Can you confirm that the below has been tried?

•    Head to the My Virgin Media website: virginmedia.com

•    Click My Account (top right corner)

•    Select Sign in to My Virgin Media

•    Enter and submit login information

•    Once signed in, select the Account Settings option.

•    Once on the Account Settings page, select the Virgin Media Mail Settings option.

•    Once on the Virgin Media Mail Settings page, scroll down to the App Password section and click the Generate New App Password button.

•    A pop-up message will appear asking the customer to verify their email address.

•    Customers MUST use a third party email address to continue. They cannot use any @VirginMedia.com, @blueyonder.co.uk or @ntlworld.com address.

•    A one-time passcode (OTP) will be sent to the confirmed third party email address.

•    Multi-factor authentication (MFA) is now required when a customer performs certain actions, such as changing their email password.

•   You must now enter the OTP they've received to verify that it's them.

•    You can then reset the password.

Please try this?

[ackilincs]

I have had the exact same problem and unable to get a resolution from Virgin unless like you were offered I pay £9.99 to get them to fix it. Looks like Virgin have found a new revenue sorce. Virgin break it and then charge you to fix it !

[Adduxi · Accepted solution]

Read the sage advice from @jpeg1   VM look to be moving away from email services IMHO, it seems they don't even give new customers mailboxes anymore, but use 3rd party email addresses.

[Plashet30]

As others have said, Virgin seem to create a problem and then want to charge YOU to fix it. They finally resolved my problem on Thursday afternoon. However, they have added £9.99 Homework’s to my current monthly package and issued an amended contract, even though I have not authorised it, nor do I intend to pay it. There are quite a few others who have been or are in a similar situation so mine is not an isolated case. Unless VM rectify this extortion I think Trading Standards and the Ombudsman should be informed. I have notified VM complaints of what has happened with my account and unless they sort it out this is what I will do.

Thank you to those that have replied.

[jpeg1]

If VM have issued an amended contract you are entitled to cancel it within 14 days and insist on returning to the previous one.

If you've passed that date it's going to be more difficult. You'll need to make a formal complaint and if necessary take it as far as the Ombudsman. 

[Plashet30]

Thank you Jpeg1. I spent Saturday afternoon bending the ear of a so-called “advisor” about my contract and the HomeWorks add on has now been removed. So far I have not had any reply to the email sent to the complaints dept. I will report the issue to the ombudsman and am seriously thinking of contacting one of the daily newspapers with what VM are doing with customers accounts.

[jpeg1]

It will be interesting to see the complaint response if/when it arrives. Most of the responses posted on here are meaningless.