Virgin Media Site down until 29th July - can't get phone info..

[barneykessel]

Hello I went to the O2 site in order to find out how much I owed on my mobile phone which is with Virgin, directed to a Virgin Media panel, asking for some details i don't have, gives a number to ring if you don't have the details. I rang it then told that's O2 not Virgin Media, they gave another number then transferred me. They then told me that the site with the info on it is down till at least the 29th July. That's quite mind blowing to me as I want to buy another phone so need to find out what's owing and then pay off. The current phone one is broken.

[Ayisha_B]

Hi @barneykessel 👋

Welcome to our Community Forums and thanks for your post.

Sorry to hear you are experiencing some issues in accessing your loan agreement.

You can sign in here to access this.

You'll find your sign in info in the two emails we sent you when you took out your device contract.

These will have come from YourAccount@virginmedia.co.uk with the subject lines:
'IMPORTANT – Your new credit agreement from Virgin Media'. This email contains your Credit agreement number.
'IMPORTANT – Your password from Virgin Media'. This email contains your security key.

Let me know how you get on 🙂

[barneykessel]

Where you've highlighted the 'Sign in Here' is where I'd already been and didn't have the information in order to get on. Also I've never had those emails you quote, I have other emails which were sent at the time and don't contain the required info to sign in.  If you're sure you sent those email then you must be able to send copies of them to me then I'll be able to get on. Also can you confirm what your ops told me ie. that the relevant system is down until July 29th?

[Akua_A]

In this case, to best look into this, we are sending a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. We'll be in touch soon.

Thanks,
 

[barneykessel]

I was asked a load of questions (presumably security questions) which I answered including one asking my email address which i gave them . Lo and behold they send secure info to a very old email address which i haven't used for years, 

So what's the point of asking these security questions in the first place if they ignore the answers? BTW they've sent loads of emails to my current address, about 10 after I  registered and opened my query 2 days ago so it's not as if they don't know my current email address..

Also why are they using so many private messages, i thought this was a community forum, They also haven't thought to answer my question about the system being down until July 29th.

Please send me the info so that i can see my outstanding amount on my phone and send it to my current email address, I don't want to go through your unhelpful phone process yet again. It was so unhelpful that I decided to come to this forum for help.

[Ashleigh_C]

Hi there @barneykessel 

Thank you so much for popping back to us and I am sorry for any confusion regarding the account. We send private messages so we can discuss private information and keep your information and account details safe. 

I can see out agent has provided all the information they can for you via the PM and have advised on how to chase further should you need to.

[barneykessel]

Thanks for your reply but I'm afraid you're wrong. If you mean that information has been sent to an incorrect address then you have that right. What I want is the information sent to the correct address and to have  info about the outage. 

That doesn't seem like a difficult request to answer either here or via email or via your private message system.  Doesn't need a phone call and I'm loathe to use your phone service as it was a complete waste of time. a few days ago before I decided to get an answer. here I don't want to keep coming here for to update you or look for replies so   why not do the sensible thing and get me the details i need to get the info I need. 

[Ashleigh_C · Accepted solution]

I'm sorry to hear you feel this way @barneykessel 

The agent you were currently chatting with is no longer in the office but let me pop you a PM so we can take a closer look and see if we can arrange an alternative option for you. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.