I'm Leaving VM GDPR Issues

[AK222]

VM are absolutely awful. It was enough that they caused stress by stopping ppl getting into their emails during that recent fiasco (in the middle of when I was purchasing a property fgs), they now won't let me into one of my ntlworld email addresses (where I keep my purchase receipts).

I stupidly changed my password 4 weeks ago. Then forgot it. Couldn't reset it as I'd forgotten security answers. They gave a temp password - would you want VM knowing your password to your email address? I therefore changed it to my own password but the damn thing wouldn't let me back in. I went through this 3 times. I logged a complaint. Some woman called me today - again gave a temporary password. Logged in all ok. How do I change to my own password, I asked. Went into the change password section and I'm told - you can't have ntlworld email addresses anymore. Why the hell not? I can't change the password unless I 'verify myself'. I've been with this 3rd rate internet provider at least 15 years - and they want me to verify myself? Now some woman based abroad knows my email address password but I can't change it. My information (emails) is at risk of being accessed.

[AK222]

'wasn't enough', not 'was'

[AK222]

Now the temporary password won't work. I didn't change it so VM did. That's a blooming security risk **bleep**. whoever changed it can get in but I can't???

[AK222]

they wont ley me add f-fs

[Robert_P]

Hello AK222

Sorry to hear of the email access issues experienced, we understand the frustration this has caused and appreciate you taking the time to raise this via the forums.

Account security is paramount to us here at Virgin Media, we always ensure we're discussing the account with the account holder in accordance with our regulations, this is also the case with verification through our digital channels.

We understand you're unhappy with this but assure you it is the same for all customers to protect their details and information. You can follow these steps to reset the email password:

• Sign in to My Virgin Media

• Go to Account settings, then Account details

• Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail

• Then, under Virgin Media Mail app password tap Get password

• Continue the flow and a new secure password will be generated, and the mailbox unlocked

• Update any third-party apps that may be use to access your Virgin Media Mail emails with this new app password.

Rob

[AK222]

I tried that 4 times already....keeps saying 'password incorrect'.

[AK222]

I can't get into the account to click 'get password'

[AK222]

VM staff can change email passwords but the owner cannot access emails???How'd that right?

[David_Bn]

Thanks for coming back to us @AK222, and I'm sorry to hear of the issues faced when trying to access one of the E-Mail accounts.

Can you please confirm if you've attempted the Forgotten Password route for the E-Mail address?

Kindest regards,

David_Bn

[AK222]

Yes, that's part of the issue as I forgot answers to security questions, hence the need to call VM, who give temp passwords, which I reset to one of my own - at this point I cannot log back in again as it once again says 'incorrect password'. I then go through the whole mind numbing procedure again (call VM etc.) - I've done this 4 times at least. I logged a complaint about it to your exec complaints team on 06/08/23 but has been ignored so logged another complaint via the online platform using my main email address.