Secondary email account locked for 5 days

[alangigi]

Rang VM eventually given a ref. Number as the person could not unlock the account. Told I would be contacted within 5 working days. No one has been in contact. Previously as requested I used a non VM  email address and new password to access My Virgin Media. Never received an email to confirm the new address. Tried to use another email address but message keeps saying respond to the previous which I have never received.  Going round in circles. Please help. Been with VM over 10 years.

Earlier in the year the same problem happened with my main email account which was only fixed by a VM technical support. 

[alangigi]

I have the same problem. Secondary account locked for 5 days. VM phone fave me a ticket no one has responded. Initially tried to set up a new non Vm email as requested. Never got an email to confirm new email address. Tried to input another email address this was refused. Stuck at step saying please confirm email address. Been with VM over 10 years now very annoyed!!! VM help me please!

[alangigi]

I have same problem.  Secondary VM account locked for 5 days. Tried to use non VM email account as requested to get into My Virgin media. Never received email to confirm new email address. Tried to use another non VM email address but message keeps saying respond to previous email. Been with VM over 10 years getting very fed up!

I contacted VM by phone. Got a reference number. No one has contacted me. Please help!!!

[Matthew_ML]

Hey alangigi, thank you for reaching out and I am sorry to hear you are having some email problems.

I can see you've spoke to the team since this post, did they manage to get it sorted out for you?

Also if they have raised an IT ticket this can take up to 5 working days sometimes a little longer. 

[Robert_P]

Hello alangigi

Thanks for posting in regards to your email account and problems accessing it, we understand the concern this is causing and we're happy to take a look for you.

From what you have advised, it sounds like the issue was raised with out IT support team, this would entail a 5 working day timescale for it to be resolved. What date did you speak to the team and were advised a ticket would be raised?

Let us know and we'll be happy to look into this further for you.

[alangigi]

Thanks for reply. No No one contacted me. Its now day 8. Yesterday I managed to break through the Bot and spent over 1 hour with a support person. They could not unlock our email account. They raised a complaint to their manager and gave me a ref. Number and promised someone would phone today. Yes they phoned at 12.20 but I was in zMorrisons pharmacy. I requested a call back in 30 minutes. No one has phoned. It is now after 7pm in India so I guess they may phone at some random time tomorrow when again I may be out. This is most unsatisfactory.  Can you please help me I am at my wit's end with this problem. VM seem to have made email too complicated. I am a 10 year plus client and this is no way to be treated.

[alangigi]

Matt. I have responded to Robert_P on the Forum Team who reached out to me. So far 2 separate VM tech people have tried and failed to unlock our email account. Seems to me by the number of complaints VM have made email security ridiculously complicated or else they want existing VM customers to give up email which if true is very shoddy practice. A most dissatisfied long standing VM customer. I have also submitted a formal complaint to VM but I doubt it will do any good. Thanks for responding to me.

[alangigi]

Please respond to me. Now been 10 days since VM locked our email account for no reason. 2 tech people have failed to unlock it. India call centre didn't bother to call back.

[alangigi]

I'm still waiting for Robert_P to respond to me from yesterday morning. Are you able to help me?

[alangigi]

Our secondary VM email account has been locked for 10 days. 2 VM staff have already tried to unlock it spending over an hour each time. Now seem to be in limbo going nowhere. Can you help me? 

The process to change the My Virgin Media login to a different email address failed and this is now stuck in a loop.