Repeated email password resets don't work

[malp1]

My secondary email account, used by my partner for over 20 years has been unavailable for weeks, and five different resets via the call centre (on 150), two 'tickets to IT' and several hours spent talking to tier 2 call responders has not fixed the problem – message displayed is 'Sorry! your mailbox is not available at the moment… etc'. Call centre cannot access the account emails either. I wish to complain and have a complaint number reference, but what good does that do since there doesn't seem to be a complaint centre?

[malp1]

The usual process of chaning the password and waiting 10 or 30 minutes has not worked, I've even been told to wait 24 hours and of course that didn't  work, either. I've been told to wait 5 days while the IT team 'fix' it only to be told to change the password (again) and wait 10, 30, 60 mins etc and when that didn't work another ticket was raised for IT, so another 5 days wait… it goes on and on and on…

[malp1]

Sorry to say that I have rthe same problem on my secondary, ntlworld account – you're not alone but we're both screwed…

[Paul19741]

It’s a nightmare. If you have travel problems like me and are heading to Spain there may be a work around in that you can create a new Spanish Spth form using a different email and identifier number. Let me know if you need further info. 

[Paul19741 · Accepted solution]

https://www.virginmedia.com/help/contact-us/complaints

try that one, it’s the one I have used. Don’t hold your breath though.

[malp1]

Thanks for that — if I held mt breath waiting on VM responding positively I'd be Harry Houdini (and remember what happened to him)

[malp1]

Hey Gareth I've had the same problem for two weeks and had several long phone calls and re-setting password attenpts at fixing it to no avail. If you kow how to get it back can I know, too, please?

[coenoby]

@malp1 

In view of the length of time you have been without your email despite raising it with Customer Services I will escalate this thread to the Forum Team who are best placed to help you.

They should be able to check this out for you and hopefully get things sorted.  I have merged your most recent post on the other thread into this thread. because that way your full story is in one place.

I hope things get resolved soon. However, you do need to think of  a plan B.

In this case you should open a new email account with proper email service such as Outlook.com or Gmail (there are others of course.) Any of those will be more secure, better supported and more reliable than the VM service that is offered free with a VM broadband account.

Coenoby

[Kath_F]

Hi malp1, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community although I am sorry to hear about the recent issues you have been having with accessing your emails. 

In order to help look in to this, we will need to pass data protection with you. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi @malp1, 

Thanks for your patience on this one. 

The IT Team have come back to me now to confirm all is resolved. I've doubled checked and this seem to be working on this end now. 

Please check your end. Once logged in, make sure you are using the password I sent to you via PM the other day. 

You will need to then update the password to something more secure and memorable to yourself. Please make sure it's never been used before to avoid any further locking instances 🙂

Keep me posted on how you get on. 

Thanks,