Hi,
I have a complaint open with Virgin that I am taking to the ombudsman and because of this I requested access to my phone call recordings. I've received an email from Virgin with instructions on how to access these and it takes me to a website called Kiteworks. As per your user manual, Kiteworks is the Secure File Transfer Protocol (SFTP) (“Online portal”) that Virgin Media use to securely transfer files over a remote system.
The same user manual says that I should create a new account but every time I try to do this, the user is not created and the message I receive is:
Something went wrong. Please try to reload the page.
I've already tried:
- Refreshing the page
- Trying different browsers (Google Chrome, Firefox, Edge)
- Incognito browsing
- Calling the Customer Care team who can't help. The only advice they can give is to respond to the email I received from "webteam@virginmedia.co.uk" even though it specifically states at the bottom of the email "Please do not reply to this email."
Who can help with this?
