No nearer to a resolution and things now gone quiet in private messages.
It looks like many people have had the same issue very recently.
it’s spectacularly bad timing for this email to not be available. Having been made redundant at the end of last year, the email is used by my partner on CV, job applications etc. This is destroying any chance she has of gaining employment and has the total embarrassment after 3 days of waiting for a resolution from virgin, in having to contact the people she has applied for jobs with and change email addresses and asking if they have contacted her. She’s changing her online profiles and contacting agencies all day when she could be applying for jobs and gaining employment. She is hard of hearing and this is a continual day of instant messaging, live chat etc etc. It’s stressful enough as it is, but I’ve never seen her in fits of tears like this having to spend countless days exasperated by the audacity of the live chat team asking her to give their technical team a call because they can’t deal with it over live chat. A call which she is unable to make due to a DISABILITY. I work all day and as account holder I clarify she can speak on my behalf on live chat and I help with the phone when I can, but after work (remember she doesn’t work and we need to pay bills) a call to virgin will last a minimum of an hour to get through, and then there is the “I’ll just transfer you” and being cut off. And then back to the one hour queue. It’s a total shambles.
Can’t anybody at virgin sort this out? It seems that the technical team are some elusive secret service bubble no one can reach directly. Even forum staff have to ask ‘them’ to resolve issues.
I’m at the point right now that I’ll see what options I have with regulators to resolve this and it’s my last request to have this sorted by Easter weekend, basically tomorrow, before I start that process.