Two accounts

[Davvoh]

I am so frustrated . It seems that when I moved house and changed the package a new account number was allocated. So even though I was paying by direct debit I now get a bill each month. I can't get into the new account because each time I try it just takes me to the old account. I have tried the helpline which appears as an option when you pay by phone at the end of the call. The first time I contacted the person I spoke to understood but said they couldn't help at that time because the system wasn't working properly. I tried again today and the person I spoke to said they were working on it. After 39 minutes on the phone anfd being reassured they were still trying to work on it the phone line went dead. What am I supposed to do? Can't find the help I need

[Travis_M]

Hi @Davvoh 

Thanks for posting on our community forum and sorry to hear about the issue with your accounts.

Have you managed to call the team back since your original post? What has been advised? Please do let us know and we'll be happy to take a look via here if needs be

Regards

[Davvoh]

Hi Travis, I found a Whatsapp number and contacted that. I have been told the issue has been referred to IT support and they will get back to me in 72 hours. Thanks for getting back to me. I am really not sure why vm make it so difficult to contact someone if you have a problem. I have spent hours trying to find how to get help with just a circle on the help pages either taking me back to the help pages or linking to the virtual assistant which is obviously ok for straightforward queries but anything out of the ordinary, it is no help whatever 

[Akua_A]

Thank you for the update @Davvoh 

Our team will aim to get back to you as soon as there is a resolution to the raised ticket. We apologise on behalf of the team for how long it took to reach our team. We will take your feedback onboard and pass it on to the relevant team for future improvement.

Thanks,

[Davvoh]

Hi , I had a phone call but couldn't get past the security questions which I found odd as I had the information about recent bills in front of me. He told me that he would escalate it to a specialist team and they would contact me in the next day or two . Not heard anything since

[Davvoh]

This was on Tuesday 

[Jodi_S]

Hi Davvoh,

We do apologise that our team were unable to help due to security reasons. Can we ask if you have tried to register your new account with an alternative email address. 

You can still use your original email as a contact email address. 

Upon checking your IT ticket, it looks like this has now been resolved. Can we ask if you have tried to register your new account again using your original email address.

We suggest clearing all cookies/caches and history, also, use a different device and web browser as this may help.

Kind regards Jodi. 

[Davvoh]

Hi Jodi, I'll try following your advice. Still not managed to get anywhere so far. With regards the IT incident being closed that is unfortunately typical of my dealings with VM. The person I spoke to told me several times that someone would ring me back and he would escalate the incident. I can therefore only assume that this was a blatant lie to end the call and then mark it as resolved. 

[Steven_L]

Thanks for coming back to us Davvoh. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L