lost email address

[dazzer101]

hi, hoping someone can clarify things for me an possibly help.

recently I have lost access to my secondary email address, ive been using it for at least 7 years and it is now my preferred address is the old nil one is just ridden with junk.

when I look on my settings on the account I cannot see the secondary account on there.

I have spoken to the team at virgin media 6 times now where they have tried several times to reset the password for the account etc all of which did not work.

I have been told that the issue has been passed along to the relevant team who would contact me within 2 working days, this was over 2 weeks ago. I rang again and they still hadn't sorted it and still nobody has been in touch.

the email address has seven years of correspondence and various emails filed which I need.

any advice would be welcome, my main issue is that any contact seems to be fruitless and nobody gets back to me.

cheers

[Robert_P]

Hi dazzer101

We're sorry to hear of the email access issues and the problems experienced getting this looked into, we appreciate you taking the time raise this via the forums and welcome to the community.

From checking we can see this is currently with our support team and is assigned to be worked, the ticket is still open and we hope to have an update on this as quickly as possible.

Rob

[dazzer101]

cheers for getting back to me rob, as you can probably see the issue is dragging on and I am conscious that everyone I have spoken to in the last 2 weeks has had issues and that nobody has been back in touch from the team that is dealing with it. I understand that things take time but my concern is that if it goes on for much longer I will be back in work and will be unable to deal with it on the phone. 

[Nathan_B]

Thanks for your reply @dazzer101. I can certainly understand the urgency of this email needing to be recovered.

I have checked this with our IT team today and have an update for you. So I can discuss this further with you I will send you a PM to confirm your details.

Regards

Nathan

[dazzer101]

thanks, I will be about for most of the day

[dazzer101]

this is a second pos regarding an issue I have. in short I have been without email from 14th December. I have mede numerous calls and filed a complaint.

at the minute there are 2 tickets with IT. nobody seems to be doing anything and my emails will be piling up. 

any hints would be nice but the people I have spoken to have been unable to sort this, I have made numerous 90 minute plus call.

my patience is waining to be fair.........................

im in work on tuesday so won't have the time to sit on the phone for hours, 

ive already been promised call backs that never happened          im at a loss..........................................

[jem101]

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Odd, duplicate post - probably a glitch in the matrix, or poorly coded forum software, can’t tell which!

[jem101]

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@dazzer101 wrote:

this is a second pos regarding an issue I have. in short I have been without email from 14th December. I have mede numerous calls and filed a complaint.

at the minute there are 2 tickets with IT. nobody seems to be doing anything and my emails will be piling up. 

any hints would be nice but the people I have spoken to have been unable to sort this, I have made numerous 90 minute plus call.

my patience is waining to be fair.........................

im in work on tuesday so won't have the time to sit on the phone for hours, 

ive already been promised call backs that never happened          im at a loss..........................................

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I take it then that the ‘update from the IT team’ which Nathan wanted to relay to you a week or so ago, was not, after all particularly illuminating or encouraging!

Oh, and I’m sure you know this but just in case, promised call backs from VM rarely ever, ever actually happen. It does appear to be a tactic to get you off the phone so that they can forget about you for a few more days.

[dazzer101]

to be fair to Nathan I failed security due to poor spelling and frustration..... I have been on the phone since and nothing has changed.

its all just a complete mess, waste of my time and very very inconvenient, infuriating and disappointing....... alas this doesn't count for anything it seems

[Ilyas_Y]

Thanks for the the reply @dazzer101 on the forums.

I can see my colleague Nathan has reached out with an alternate method and a time frame in place.
Please confirm with him.

Kind regards,
Ilyas.