Virgin Media Community

[Sheeko2001]

Hi

why has my email stopped working. I can log into virgin media but somehow Virgin have removed my password and I can’t received a single email from anyone. I managed to get thru to customer service last week and was asked for my most recent bill which was given but wasn’t accepted by the abrupt person as a new bill had been emailed to the account I was locked out of. I was told only one attempt is allowed to past security. I not have to wait for a written letter which will magically fix this issue. All in all this is a joke and shocking treatment of a customer. Can someone in virgin media please reply to this so that contact can be re made. 

[coenoby]

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@Sheeko2001 wrote:

I not have to wait for a written letter which will magically fix this issue.

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I doubt very much the letter will fix the issue with your email.

Like all organisations, VM are legally required to carry out a security check when a customer phones in to ensure that they are talking to the account holder and not just someone claiming to be them.

When you call Virgin Media Customer Services they ask you for your "memorable word" that would have been set when you first took out your contract with VM.     Not surprisingly a lot of people (me included) have long since forgotten what that is.

Therefore the agents the ask additional security questions (such as details of the last bill) to confirm that they are talking to the account holder.

So, long story short, I would think it is likely that letter will just be a reminder of your memorable word so that you do not have to go through the full security check the next time you call customer services.

By the way, if you could give more details about the email issue, such as the error message you are seeing then someone here might be able to help you without the need for you to go through the CS experience.

A good start would be to try to sign into the email account directly from this link https://mail2.virginmedia.com/  and post back with the error message that you get.

Coenoby

[Sheeko2001]

Thanks

i fully understand the issues regarding security but don’t understand why my previous bill amount was rejected without the opportunity of trying again. This is not the issue I’m having. I’ve managed to resolve it without virgin media help. My new password attempts were being rejected but created a new one removed the email account from all devices and added the account again. 

[Beth_G]

Hi Sheeko2001,

I'm pleased to hear you were able to resolve the issue by resetting your password.

If you do fail any of the secondary security questions, we can ask a different question or give you another chance to answer the same question correctly, I am sorry if this isn't the case.

It sounds like the letter you've been sent its a reminder of your memorable account word so that you are able to clear security with us next time you call.

Do let us know if we can help with anything else