Online account not available anymore according to support

[Tsl029]

I have not been able to log ib to my account, doesn't accept email address. Trying to reset password and the security answers are rejected and goes round in a loop.

Called 150 and was told that the on line account was being withdrawn, so billing, service status and fault reporting etc would disappear.

I have had no warning of this and cannot really believ that you will now have to phone to do just about anything in future.

[Paulina_Z]

Hi @Tsl029,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're having some issues with accessing your online account! 

Can you tell us if you've previously had access to your online account? If so, when was the last time you've accessed your account successfully?

What error are you seeing when you try to access your online account? Are you able to share a screenshot of this error? Please ensure that all personal details are covered up for your privacy and safety. 

Let us know so we can investigate this issue further.

Thank you.

[Tsl029]

I have been able to access MyVirginMedia for 2 weeks now. When I try to login it says there is a problem with my credentials. If Itry to rest my password, it just keeps asking the same security questions. I called 150 and was told that the on-line system was no longer supported and was being phased out, and that in future all communication would have to be by telephone.

On Monday I ended up talking to a bot on WhatsApp after doing the online chat thing. It told me that my services were working ok despite me saying it was a logging in problem. Eventually I appeared to be passd on to a person who was no help and said it was a minor glitch and that a ticket - P01128003 -  had been raised with the specialist IT team and then I was passed onto a survey bot. I was also told I would get  an email with a kink to helpful info, nothing ever arrived.

Have heard nothing since. Recieved email today saying my bill was ready to see on-line - no such luck, still locked out.

Prett appallig service all round.

[Vikki_M]

Hi @Tsl029

Thank you for your reply.

I am sorry the team were unable to resolve this for you.

Could you please send us a screenshot of the error page you are receiving?

Please ensure any personal details are not visible. 

Please pop back to us when you can. 

[Tsl029]

[Jodi_S]

Thanks for coming back to us Tsl029,

You advised that an IT ticket was already raised on your account. Can you confirm the IT reference you were given as the one provided cannot be found?

Can we also ask if you have tried to log on to your online account using a different web browser and device? Also clearing all cookies/caches and history sometimes helps with this. 

Kind regards Jodi. 

[Tsl029]

I have tried all of those things on 3 devices.

Screenshot attached of ticket number

[Jodi_S]

Many thanks for coming back to me Tsl029,

I have checked the reference number you have been given. Unfortunately, this is assigned and still being investigated at this present time. As soon as we have any further updates, we will post back to you.

Kind regards Jodi. 

[Tsl029]

OK, so a week later and nothing has happened.

No one has contacted me, to inform me of any progress, I have no point of contact and no idea of who is dealing with this issue.

What on earth is happening?

[Adri_G]

Hi Tsl029,

Sorry to hear you haven't heard from us regarding this issue.

I am happy to assist you further with this, please respond to the PM I am sending now.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.