Old virgin.net - email address I'm locked out?

[Gaaz1]

Hi

Hoping for some help please.

Out of the blue I had a call from virgin yesterday afternoon saying I had requested a password change on my old virgin.net email address, which I have had for many years. (I do have an account with virgin & O2)

I explained I hadn't requested this and said I hadn't contacted virgin for a long time now. I asked should I worry about my account. They said no don't worry and sorry for the inconvenience. I told them nothing more as I was worried.

Almost immediately, I could no longer get into my virgin.net email account. I haven't rang them back yet as I know from experience that they can't get in to the old virgin.net accounts.

I am really very worried, can anyone help please.

[coenoby · Accepted solution]

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@Gaaz1 wrote:

I am really very worried, can anyone help please.

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I can understand why you are worried.

There are several things about your experience that worry me!

A common complaint on this forum is that VM technical staff promise to call back with the resolution to a problem but don't ever  get back to the customer. So calling you back out of the blue about a straight forward password reset seems really strange.

Based on your previous posts on the forum, when you say that you have "an account" with VM, I am going to assume you mean a VM broadband account. If that is the case my advice would be either:

• call VM on their 150 support line   -     or it would probably be better to
• have a conversation with one of the VM Forum Team (VM staff who support this forum).

I have escalated your post to the Team and one of them will contact via this forum thread. They will take the details from you via the Forum's Private message facility and hopefully check this out for you.

Do not post any personal details on the open forum.

I hope you get this sorted soon.

Coenoby

[Ilyas_Y]

Hey @Gaaz1 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm so sorry to hear about the issues with the emails you are facing.
I will assist you on this and get you the support needed.

I will send a private message for further assistance.

Kind regards,
Ilyas.

[Gaaz1]

Hello Llyas,

I seem to have lost contact with you since yesterday?

Gary

[coenoby]

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@Gaaz1 wrote:

Hello Llyas,

I seem to have lost contact with you since yesterday?

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Did you reply to the private message from @Ilyas_Y .?

If not, you need to click on the envelope symbol in the top right hand corner of the Forum page. If you are viewing the forum on a mobile phone you need to press the round icon in the red band at the top of the forum screen and then press on "Messages" in the drop down menu

Coenoby

[Gaaz1]

Hi Coenoby,

Sorry to bother you,

But I haven't heard back from the Forum Team Member since confirming all my details yesterday afternoon.

No acknowledgement. 

Do you know of anyone that can help me please.

[Gaaz1]

Hi Coenoby,

Sorry I missed this message from you before the other message.

Yes, I replied to all @IIyas_Y security questions and not had a reply since around 17:30 yesterday.

Cheers

[coenoby]

Ok.

Llyas may not be on shift at the moment.

Coenoby

[Gaaz1]

Thank you Coenoby,

It's just my anxiety has been growing by the minute since the phone call from the person claiming to be Virgin.

Particularly since the last 2 emails on my virgin.net email was a message saying I had successfully chanced my password, followed by a copy of my Virgin Bill. I do not normally have the bill sent to the virgin.net email address.

My bill regularly, goes to another address. So this raised my suspicions.