Hi Ashleigh, thanks for replying - unfortunately, as I was locked out of my Virgin Media ntlworld email account for 10 days, I wasn't able to see your reply until today. As I am a freelance journalist, being locked out of my account with no access to emails or in many cases, people's contact details that were within those emails was extremely difficult and has caused me to lose work and annoy editors. In an effort to resolve the situation over the past 10 days I've spoken to four Virgin Media customer service helpline people. On two occasions they told me they'd opened tickets and gave me reference numbers and promised call backs from teh internet service team but those calls never happened. The third person I spoke 48 hours ago) was on the phone to me for 2 hours before he was finally able to unlock my email account. I was back in my email account but only, alas, for a few hours before it was locked again. The fourth Virgin Media person I spoke to yesterday told me the problems I and others are having is due to a server being upgraded and that this has affected at least 4,000 Virgin Media customers that she knows of - possibly more. I believe it would have been polite and professional for Virgin to let me/the others know this was the reason and that it wasn't just me having this problem. I am back in my email account now but I am extremely nervous that the same thing will happen again. I am making plans to switch all my emails over to my gmail account. I would like to emphasise that all the individuals on the customer service helpline I spoke to - including Ren, Akash and May - were excellent and did their very best to help. But overall, I am extremely disappointed with the poor service and lack of communication from Virgin Media. It has not impressed me at all.
