Kath_P
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Re: Help deleting secondary email accounts.
Hi HiUtilixation, Thanks for coming back and confirming this. We'll need to raise an IT Ticket to get the email addresses deleted. This is something we can certainly do 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,10Views0likes0CommentsRe: Virgin Email used for X
Hi BBR, 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 recovering your X account. Once an email is deleted, we're not able to recover it I'm afraid as it's removed and deleted from the system. We know this won't be the news you were hoping for, and wish you well with trying to recover the account with X. Many thanks,41Views0likes6CommentsRe: Failure to honour discounted price
Hi Lynnejsquash, 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 getting a contract that you agreed to applied. If you've renewed through the email/text that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. Many thanks,10Views0likes0CommentsRe: Break of Contract due to outage
Hi mrix, Thanks for coming back to us and updating your thread. In answer to your questions: ➡️ Has my outage been properly logged as a total loss of service? You would have been required to report the total loss of service to us. You can either do this via here or by speaking to the team. If you didn't do this, then this would affect your eligibility as we can't back date a report. ➡️ Am I eligible for compensation for the full period under the Ofcom scheme? This isn't something we can confirm. As soon as the fault is resolved and closed, the account is then automatically assessed. The teams will be looking for a total loss so if there is any usage on the line during the times of the fault, you would not be eligible for the credit. ➡️ When exactly will this credit appear on my account? Once the review has been done, if eligible the credit is added to your account and will show on your next bill that's generated after the fault is resolved. If you've had a bill since the fault was resolved and there is no credit, then this would mean you're not eligible. ➡️ Is there any confirmation or reference number available? We don't have any reference numbers related to automatic compensation. Hopefully that answers your questions. If you have any more questions, you can find more information relating to the policy here. Many thanks,4Views0likes2CommentsRe: Unable to connect to email on mobile & other issues...
Hi BigBaldTone, Thanks for coming back to us on this one. before the options appear, you may need to re-log in. We're happy to hear that you've been able to get things resolved. If you have any further issues, pop back and let us know. Many thanks,13Views0likes0CommentsRe: Upgraded - when do i get greater speed - Setup needed?
Hi Tuffgiraffe, Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ When upgrading your package, if equipment is needed then the new package will only go live once the new equipment is installed and activated. As the speed increase is part of the upgrade, you'll need to activate the new stream box in order for the package to go live. Once it's gone live, the new speeds will be active 😊 Many thanks,8Views0likes0CommentsRe: Upgrade offer
Hi stu202202202, 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've been charged more than what was expected. After you've made changes to your account, your first bill after the change will likely be a bit higher. This is because we charge in advance for the services. You would have been charged for the time the service went live, plus your usual month in advance. Your bill will show the dates you're charged from via My VM here. Future bills should match the monthly price that was laid out in your pre-contract documents, which would have been sent at the time of the change. Let us know if you have any further queries or questions. Many thanks,23Views0likes1CommentRe: Unserviceable but area has virgin media
Hi uksmithy, We understand the frustration and can only apologise. They'll only be able to book a spotter if the option comes up to do so. If it doesn't then they're not able to arrange this. There are many reasons why the other 2 houses may not be available, depending on the time of connection in area. I'm afraid that for now, you would need to take services with another provider. Apologies once again and we wish you luck with the move. Thanks,8Views0likes0CommentsRe: ntlworld email hacked - need it deleted
Hi PhilipNash, 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 email address has been hacked. Without having an active account, you wouldn't be able to change the password I'm afraid. We can arrange for the email address to be permanently deleted though instead. 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,9Views0likes0Comments