Over 2 weeks ago,my wifes email box stopped working she can not sign in to it either through Windows live mail or through web mail. I went to my account (I am the account holder and my wife's email box is one 1 of 5 extra boxes I created to use for different things) I did eventually find the list of email accounts and was going to edit my wifes to try and soer it out. But the only edit option avaiable to me is to delete the box which is not what I want to do.. I have posted on here and sent pm messages to one of the team who promised to escalate the problem to a manager which might take a week. It is now over 2 weeks since that with no result. I have in the meanwhile been through the VM help system several times, I must have spoken to half the staff at customer services. and had everything from a promise that it would be working in half an hour to we will phone you back in 2 hours. I was told once that they needed to send me a 6 digit code to a non VM email which I provided nothing came and I know the address is working because I tested it. Every time I ask to speak to a technician, that is some one who can actually repair the fault not just pass it up the line I end up back at customer services and get nowhere again. I filed a complaint and got a reply with so much flannel in it I could have made a pair of trousers. I replied to that email twice as I was still not getting any help or a technician Now I have had another email from this team saying that they have sorted the problem.and will be closing the complaint If I require further help I need to start again NO THEY HAVEN'T SORTED IT. Can anyone tell me please why I can not get through to a technician and not a customer service rep who can not actually fix it.? I am according to the complaints team a Loyal and valued customer of 16 years, something I find very difficult to believe at the moment. I am completely fed up with spending 10 minutes with an AI chat bot before joining a 40 minute queue to speak with a CS rep who can not solve the problem and cant put a technician on the line who can get into my email and sort it out. OR ringing CS to spend nearly an hour before again speaking to someone who fobs me off with I will call you back or I will escalate this. I really hope someone on here can advise me what to do next. I do know I can take my complaint to an arbitrator according to the info on the email from the complaints department. But how long does that take and will it force VM to stop everything and get this important email box working again?
Finally a thought has occurred to me as to why VM doesn't appear able to spare a technician to sort a simple problem out. Have they been hacked and held for ransom and are desperately trying to not let it leak to the public? and especially their customers. Any help or suggestions that I haven't tried yet would be welcomed
