Your suggestion for a two-factor system by phoning in would only work if the VM phone support system was reliable and easily accessible! A good many people end up asking questions on the forum simply because they can't get through to VM by phone!
AFAIK, one-to-one communication with individual VM forum team members takes place via the closed forum messaging system rather than email.
re " two-factor system by phoning in would only work if the VM phone support system was reliable and easily accessible"
I would hope that all companies that strive to work with customers meet that criterion,
There hasn't been too much indication of that from VM for a long time. If the latest OFCOM customer satisfaction survey is representative, the future prospects for improvement don't look that good either!
Well yes unless you are a VM customer hoping for better support in which case that hope is snuffed out like a candle in a hurricane.
This forum exists because VM’s customer services is so legendarily bad that future business studies courses will use it as a textbook example of how to make a short term gain but a long term disaster of biblical proportions.
Think VMs management aren’t aware of this? Of course they are and choose to do nothing about it - and why should they if a cheap call centre in Manila (or wherever it is this month) staffed by technical support people whose training seems to consist of ‘follow this script of prepared questions and when they don’t work for maybe 10-15% of callers, well just make something up - as long as the call is logged as being successfully closed then that’s the important part’
The staff on this forum are the one bright spark in the Stygian gloom of VMs support system, the fact that they can by-pass the normal CS teams is the main reason they are usually more successful in resolving issues.
The very, very last thing we want is for them to have to interact with the offshore customer services shambles at all.
Your suggestion has some merits, but if the setup could be that well organised then there probably wouldn’t be much of a need for this forum anyway.
I appreciate your reticence but really if you want help then your best bet is to engage with the forum team. - they need the security information for DPA reasons, if you do call the offshore support they’ll request the same info (otherwise how do they know you are who you claim to be) - except the experience will be far poorer.