VIRGIN MEDIA/02 SHAMBLES......& MORE

hss

I am at my wits end. This merger is driving us mad. Suddenly emails disappear only showing 02 page, Can't access VM emails. Impossible speaking to someone on the phone. Had this 2 weeks ago & had to pay someone to restore it remotely. VM say they don't do this? (I know they used to)! At this moment I am using PC with emails, hubby downstairs can't on his laptop past 2 days. VM so unhelpful for something that could take minutes to put right. I could also lose them suddenly.
Also told our contract expires in a few days, but I renewed a new contract a few weeks ago, he can't find any record of it either?! CAN SOMEONE please help me? We just have broadband, emails & landline.

Neil_Jones

hss said:

I am at my wits end. This merger is driving us mad. Suddenly emails disappear only showing 02 page, Can't access VM emails. Impossible speaking to someone on the phone. Had this 2 weeks ago & had to pay someone to restore it remotely. VM say they don't do this? (I know they used to)! At this moment I am using PC with emails, hubby downstairs can't on his laptop past 2 days. VM so unhelpful for something that could take minutes to put right. I could also lose them suddenly.
Also told our contract expires in a few days, but I renewed a new contract a few weeks ago, he can't find any record of it either?! CAN SOMEONE please help me? We just have broadband, emails & landline.

What merger are you talking about?  Virgin O2's been a thing since 2021.

The only other merger I can find is this one which is the business 2 business side of things and Daisy, but that only affects business users, not you:

https://news.virginmediao2.co.uk/virgin-media-o2-and-daisy-group-announce-new-b2b-company-to-create-communications-and-it-powerhouse-for-uk-businesses/

hss

Hi Neil. Its the merger between VM & 02. Customers are unable to access emails & probably other important things. Spent ages on the phone to VM before they said they had 'tech issues'  & would get back in 2-5 working days!! Then line cut off....?? I assumed a VM person would read this?

JSmithy45AD

hss said:

Hi Neil. Its the merger between VM & 02. Customers are unable to access emails & probably other important things. Spent ages on the phone to VM before they said they had 'tech issues'  & would get back in 2-5 working days!! Then line cut off....?? I assumed a VM person would read this?

No, VM won't read this. We're only customers like yourself. I'm afraid this is why I would never advise anyone to use VM or Sky email accounts (for instance), use something like Gmail.

As regards your new contract, you'll need to contact them again.

Parsimonious2

I took Virgin broadband 3 days ago, which I was very pleased with - until.

Tried to log into my account. I created a password for and then it asked me for the email address that I used to set up my  original account, which it wouldn’t accept.

How they think I got access to all my documents using a different email address is fascinating.

 

I contacted their customer services, and finally got through to a real voice.

 

I explained the problem, and she tried to sort it. Then was told because I had tried too often to log in, my case has been transferred to their team who will contact me in 3 – 5 days.

 

It’s no wonder these people have a bad name.

bodsj

had the same issues a few days ago Virgin were trying to merge my VM and O2 account whilst also setting up 2 factor authentication. The final stage required a second email account to use as verification to proceed, i set up a random Gmail account but no email verification arrived over the repeated attempts over 3 days. All i wanted to do was pay my VM bill which was now impossible being unable to login to my account.

I decided to root out their chatbox rather than phone as previous calls were lengthy with no result!  (the chatbox is there and available but well hidden)!

Chatbox person couldnt fix the issue either but sent me a link to pay my bill - happy days!

having highlighted the issues via chatbox I was able to recieve verification yesterday via Gmail and all is now good

Hope this helps/explains the issue

Vitor

- (the chatbox is there and available but well hidden)! - 

I've had a link with Virgin going back to the NTLWorld days and found out they were sending contract changes to a long defunct email address. Once connected to an agent (not the chatbot) this was fixed. I suspect the many mergers/buyouts to get to Virgin Media/O2 has left them with a hodge-podge of databases with account info.
etc. held together with parcel tape.

Parsimonious2

Update on my post yesterday:

I tried to log in today on the off chance, but this time  I wasn’t asked for the mysterious email address. It just asked for a reply to verify my email address. Which I did, and I was able to log in.

So a happy ending.