SAFCDoog
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Re: Your Virgin Media Mail account is currently unavailable
This post has been a lot more use to me than dealing with VM via WhatsApp for the last six days! Out of the blue I got the same message and unable to access my emails via either my phone or laptop. Their original 'work around' was to set up a new email address as ntlworld was being made redundant! I declined as that would have given me major headaches getting my old address replaced on all my accounts! Eventually they unlocked my laptop, but this involved going through a third party email address. However, not my phone access. Then when I got access via my phone I couldn't get access via my laptop. Then when I logged out I couldn't log back in due to a password failure! Today, after four and a quarter hours on WhatsApp I have access on both devices. But on my phone I now have to go onto internet, open My Virgin Account then click on the email option! Before I just hit the Mail button, then click on the Virgin address! At no time have they divulged what the alleged security breach was. As the original message (above) had disappeared I lost the Step 3 action to take. On two separate occasions I have requested a link to the steps I need to take - no response! So much for ensuring the alleged security breach isn't still active! To cap it all, Virgin decided to prove how incompetent they are by 36 hours after locking my account sending an email to me telling me my account was frozen and what action to take - only yes, you've guessed it. They sent it to the email address they had locked me out of! Every time I have attempted to contact VM through WhatsApp, I have had to go through a right beaurocratic nightmare. They ask numerous questions where you have to repeat what your problem is. Also, their protocols are not consistent. Some multiple choice questions require you to give the number and wording in full. But others require only the words! Frustrating! Also, probably due to the fact that they are receiving so many complaints from users, you can expect to wait a long time. After going through their hoops I received a message to say they'd be with me asap. This was at 6:44 pm. The next day at 07:56 I received a message to say give me 5-8 minutes, I'll be right back ... At 12:06 I sent a message wanting to know what was going on! I then got the 'do you still require help' message! After that, every time I received the 5-8 minutes message I responded, which seemed to prompt the agent to engage with me! Not a happy bunny!5.1KViews0likes0Comments