Username not recognised....phone support unable to help

[hasen]

I just signed up and everything is working fine but when I tried to log in it to my account it didn't recognise my password which was saved so should have been correct. So I selected the 'forgot password' option and it said email not recognised either...even though I already received all the emails from virgin on sign up to that address.

So I called the help line and it asked me to press 1 or 2 to select an option and it said it didn't recognise me pressing the number?? I must have pressed 1 a thousand times on my iphone but it never recognised anything so I had to hang up. I switched to android and then it worked for some reason.

So I then spent 10 minutes going backwards and forwards through the audio menu trying to find an option to talk to someone since obviously none of the options applied to my particular case, and almost none of the options ever included a "or press 5 to speak to a customer service agent" option. Then I spent 20 minutes waiting for someone to answer. I spoke to the agent who had a lot of trouble with my account. In the end she said she had sent an email to reset my password that would arrive in 20 minutes...and as you can probably guess, fitting in with all the rest above, I never received any email...so I'm still locked out of my account completely.

Of course I have a second problem too which she said someone would call back about but of course that hasn't happened either. I'll update if somebody does. I ordered last week and then received texts saying it would arrive on Saturday, and it arrived ok and everything was set up no problem and is working now. But then today I received yet more texts saying it would be delivered today??? Again?

Apparently the driver will be here shortly to deliver it... again... It would've been nice to log in and see what was going on with this apparent 'double order' but of course I can't do that either.

[Nathan_B]

Hi there @hasen, welcome to our forum and thanks for your post.

I'm sorry to see you have been having issues getting into your online account as well as having your delivery delayed.

In regards to the issue with getting into your online account, have you been able to log into your account prior to this issue occurring or are you trying to set this up? Also have you used your email to create any other accounts with us previously?

In terms of the issue with the delivery, what is it you are expecting? Have you been sent any confirmation emails of this being sent with a tracking reference for this delivery?

Please let me know so I can assist further.

Regards

Nathan

[hasen]

Hi, thanks for getting back to me. I've never been able to log into my account, I signed up last week, it began on the 18th and is working fine but the first time I tried to log in it didn't recognise my password even though it was clearly correct, but it turned out the issue was that it didn't recognise my email either. Yes I've been a member before, about 7-8 years ago with the same email address but a different account number. That is probably what is causing the problem but the phone support said they had sorted it and I should get an email after 20 minutes to reset the password. I wasn't confident it would really arrive and sure enough it didn't.

As for the delivery, I've no idea what they were going to deliver but I received multiple texts from what looks like virgin media and also yodel saying "it will be delivered tomorrow", "it's coming today", "it will be here soon" etc. But in fact nothing arrived so I don't know what that was about.

[Zoie_P]

Thank you for your reply Hasen, 

Have you tried to register rather than log in? Do you have a screenshot of the error you get? (excluding any  personal details) 
You can also check here under orders and appointments to see what the order is for, have you upgraded recently to a new box or hub?

Zoie

[hasen]

Not sure why I'd need to register if I'm already a customer with a working broadband service and receiving emails from them? That would be super weird if that was the way it is.

As for the duplicate order, as I said above that was just some kind of error since nothing actually arrived that day. Some kind of error with yodel or virgin.

[hasen]

I tried to register as you suggested by inputting my email and things keep getting weirder and weirder...this is the result I got:

!!

[Jodi_S]

Thanks for coming back to us hasen,

Are you able to try and register as a new customer with an alternative email address? Also, clearing all cookies/caches and history will also help. 

You stated that you were with us 7-8 years ago, this old online account would have been deactivated now, so you will need to register as a new customer.

Can you also try and different web browser and device.

Kind regards Jodi. 

[hasen]

The problem is your end, I tried to register with other devices and it just says the same thing "sorry to see you go". I didn't register 7 years ago, I was automatically registered when I signed up for broadband. I'm not sure how in the world that hasn't happened this time. I can't register with another email address since my broadband is registered with this email address and all your emails go to that address...

Can you answer me how I'm receiving account emails from you and confirmation of sign up ALL to this email address without being able to log in WITH it? It's an insane situation. Can you please fix it so I can log in because it's 100% on your end, there's nothing I can do here.

[Ayisha_B]

Hi @hasen,

I'd love to take a closer look into this for you so will pop you a PM now to confirm some details 🙂

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Many thanks

[hasen]

Thanks for looking into this here. I really don't think another hour phone call to support would solve this.