Hi
Thank you for your response. I received a message with an apology on the screen every time I tried to log in, which advised me to check my credentials and try after an hour. I called Virgin Media three times. It started on Thursday 5th and the following day, Friday 6th August, I reported it and I was told that it would be sent to the technical team and it would be resolved within 5 days. After 5 days, it was still inaccessible. Called again and there was an auto message advising me that an engineer was on their way to me. This was incorrect as confirmed by the adviser when I go through. This second adviser booked an appointment for someone to call me last Saturday after 4pm. They did call, but earlier and spoke to my husband. I was at work and they agreed to call again after the original 4pm. No call received. I rang for the third time last Monday 16th and heard the same message as I was going through the system that an engineer was on their way to me. The adviser confirmed again that this was not the case. By now my e-mail had been inaccessible for 11 days and I was becoming extremely anxious that it would be permanent. This third adviser was great. She contacted tech and she then explained to me that there were many customers at the moment who had this problem and that the team were working on it and it would definitely be fixed within 48 hours. She reassured me that my e-mails had not been deleted, so nearly two full weeks and several hundred e-mails later, my e-mail came back on 18th August. All customers need is a rational and honest explanation. The more furtive the excuses are, the more anxious we get.
It has been inaccessible once more since then when I tried to log in and that was yesterday, which was three days after I'd got it back, but it was only a brief issue and has been back on since.
Kind regards
