Hi Flint5 and Sue29, I've spent almost 10hrs on the phone to VM since June 17th about this issue as I'm experiencing it myself - still can't access TVGO even though I now have a primary account, the forum team here have been fantastic however I can't say the same for the tech team who are manning the phones - they'll fob you off with any excuse just to get you off the line. I've been guaranteed that the issue will be resolved by 1st July, promised call backs within 24hrs which never happen. It will be interesting to see who gets their query solved first
Hi dugdale. Have rung tech team again today who stated they realise there’s a problem and they will get back to me, lol of course! Have also messaged several times but we appear to get disconnected each time. Good luck to you both if you manage to access what we are paying for.
Your problem might have been a bit different to mine as I've had 4 different forum support staff involved since I first raised the issue on 17th June and I'm still no closer to a resolution .
I did receive a letter from the director of consumer processing and customer resolutions yesterday acknowledging that my complaint relating to this issue is now 8 weeks old and that I can now escalate the complaint to their alternative dispute resolution service - the ironic thing is that the letter states that "our team are working hard to resolve your complaint" - The support staff who assist on this forum have been working hard however I don't believe anyone further up the line is really bothered. I am constantly having to have new incidents raised as their "fix" hasn't actually fixed anything - the cynic in me might think that as soon as the SLA for resolving the incident nears they make a tweak just to close down the request.