Kath_P
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Re: Intermittent T3 Timeouts / RCS Partial Service – Upstream Noise? (Hub 3)
Hi ison, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We're sorry to hear you're having issues with your connection. Checking things here, there is nothing to suggest a wider area fault. We can see you spoke to the team, who booked an engineer visit, but this was cancelled via My VM. We won't be able to fix this remotely so I would like to re-arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊 Thanks,2Views0likes0CommentsRe: Internet regular drop out every night
Hi Daveyp1471, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We're sorry to hear you're experiencing the same issues. Checking things here, it looks like your power levels need some adjusting. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊 Thanks,2Views0likes0CommentsRe: Break of Contract due to outage
Hi mrix, Thanks for coming back to us on this one with an update. I can see that Martin has been trying to help via private message but he's still waiting on some information from you. Please reply back to him with the information he requested so we can continue to support you. Thanks,Re: Netflix hacked
Hi traceymaw, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We're sorry to hear your Netflix account has been hacked. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :) Many thanks,3Views0likes0CommentsRe: UK RETENTIONS
Hi Hayze, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We're sorry to hear you're thinking of leaving us. As mentioned by newapollo, there isn't a direct line to the UK team. The IVR will automatically redirect you to the next available agent. We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade! In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :) Many thanks,10Views0likes0CommentsRe: POM Trial Tracker on account
Hi Al2025, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ POM stands for Proactive Offer Management and is something we are doing for select groups of customers, who are coming to the end of their contract. This is where we apply an extended offer on the account. Hope that helps 😊61Views1like0CommentsRe: No upgrades or renewal offers…
Hi nrushforth, Thanks for coming back to us on this. It's possible you have a special sort of discount on your account which means we'd be unable to show you online offers until that discount is removed. We're unable to change the My VM offers that may show for you so to discuss a renewal offer, please call the team on 150 / 0345 454 1111. They'll be able to check what offers are available for renewing with us. Many thanks,8Views1like0CommentsRe: How to retrieve and change a forgotten password from email NTLworld.com
Hi Mark107, Thanks for coming back to us on this one. As you're no longer a VM customer, we would not be able to regain access to the email account. There are steps you would need to take that can only be done if you have an active account with us. If you have access to the email address on your phone, it would be best to create a new email address with an email provider and use the access you have to save/transfer anything you need to. Apologies for any inconvenience caused.5Views0likes0CommentsRe: Netflix with Virgin
Hi Red_Wimp, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ I can see you're already in a private message with my colleague who was originally helping you to resolve another issue. As you're going through security with them, we'll leave this with them to avoid multiple agents working on the same account 🙂 Please reply to the last message you received with your concern on the new contract and they can look into this at the same time. They will be in touch with you when back on shift. Thanks,12Views0likes0CommentsRe: Cannot access VM Account
Hi FebUpCustomer00, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We're sorry to hear you're having issues completing the link with your VM O2 ID. We're unable to amend the email address via the Community however if you call the team on 150 / 0345 454 1111, they'll be able to amend the email address to one you have access too. Many thanks,24Views0likes0Comments