Kingc5
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Re: Resetting Password or recovery email address on secondary account
We’ve been told multiple times on the chat they can’t give out recovery codes (seems like they must pick and choose), instead we are on about the 10th round of them trying the same thing. Team manager messages to ask if resolved as we put a complaint in, you go back and say no, then it’s like someone else picks up the message and starts from the start again, you never hear back from the team manager to say right I’ll make sure it does get resolved. They just refer you back to a never ending IT ticket when they fail each time at doing the same thing. Frightening how much of our time and their own time they are wasting. This must be a widespread issue, you’d think they would have a dedicated team that would know what to do. Must be a great job having no accountability or expectation to resolve anything mind you.37Views0likes1CommentRe: Resetting Password or recovery email address on secondary account
We are going through a carbon copy of what you are experiencing, along with the hacker managing to actually port my wife’s mobile number as O2 failed to cancel the request. We are almost a month too and still going round in circles. Would appreciate if you could update if you get resolved and likewise I’ll do the same!70Views1like2CommentsRe: Resetting Password or recovery email address on secondary account
Going through the exact same issue at the minute. They fully do not have a clue what they are doing. Going round in circles for weeks. Frightening that there is none within such a bit tech organisation that can’t reset password. I get the impression with the amount of similar messages that there is a much wider issue than meets the eye41Views0likes0CommentsRe: Seeminlgy locked out of account?
Sounds easy when you say they can manually change a password. We have spent hours on the phone to virgin where they say they are unable to change the passwords. If you know something that the call centre clearly dont can you please reach out. We have waited over a week and had no call back from the ‘back office’ after weeks of failed attempts to change a password61Views0likes2CommentsBlueyonder
Hi, Been having a nightmare which is still ongoign with wifes emails being hacked and VM unable to change something as simple as a password. We've had accounts locked (for emails which werent even affected) etc. They just do not have a clue what they are doing clearly. Basically someone changed her password and changed the backup email. So we cant log in and cant get the verification email to login the different route. Anyone any ideas? We keep getting a ticket to 'the back room' which is up to 7 days. Each time they call nothing gets fixed and they put it back to another 5-7 days. Surely someone somewhere in VM can change a password and a backup email on an account? Unfortunately neither telephone or social media teams are being very helpful to my mother who is not great with tech. I was told by forum that they cannot deal with me as i'm not the main account holder but when they call my mum they say they need my wife to be there as its her account - we stay in separate parts of the country! Just a total shambolic company. Another one - we have 2 sub emails which login with the blueyonder email address. The main account was forced to change to an alternative email login. Question - should we be moving away from the blueyonder address as the login, or as it still works do we just stick with it? If we do change it to something else does it mean we need a non VM email for login and another non VM email for backup? Thanks12Views0likes0CommentsRe: Fraudulent Access
Is there any VM team online that can help? Still no further forward with this via phone, and the back and forth so far with the forum team has been 1 message per dayback and forth, so will take weeks to resolve at this pace if it continues like this. Thanks26Views0likes0CommentsFraudulent Access
Hi, Bit of a long one, but in short my wife's email was compromised, where the fraudster has now managed ot get into her O2 phone account and has ported her mobile number away (despite O2 saying they cancelled the PAC request), so now have full access to everything and have been causeing havoc. Virgin have been very unhelpful (understatement) at getting the account fixed, was on phone for 2.5 hours yesterday and was told this could take 5 days to fix! So here's the long bit... Her email account is a blueyonder one. It was set up as a secondary email to the main acocunt holder a long time ago. In the past if there was a forgotten email you could log into the main acount holder account and reset it that way, which is no longer the case as their systems have changed so much over the years. When she tries to log in to change the password, it comes up with a message saying the account is locked due to security concerns. She still has access to emails on her phone, along with the fraudster, until such times we can change the password to lock them out. Virgin on the phone last night seemed helpless to be able to grant access back into the acount online to be able to go in and reset the password, and they were unable to reset it at their end supposedly. They kept trying to get me to sign up to products via their gadget team which can scan for malware which I dont see how that would help in the immediate short term whilst it is a password/account issue at Virgin side, not a phone issue. They said they have unlocked the account, which I still cant access, and I am now waiting 3-5 days for a call back. Meanwhile someone still has access to the emails and along with now having her phone number is able to access banking apps etc. I am speechless that Virgin cannot help or put a stop to this when a fraudster is actively carrying out financial fraud, taking out credit in her name etc. Does anyone have any ideas on how to get back into the account to be able to reset the password to lock the other person out? Thanks101Views0likes3Comments