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01 Apr 2011
Virgin Media customers are still complaining of being unable to access their emails after a planned service upgrade ran into unexpected problems two weeks ago, despite the ISP claiming the technical issue was resolved by 29 March.
There have now been over 60 comments on the two V3.co.uk stories we've written about the problems, which seem to have stemmed from changes which Virgin Media made to its account management system.
Readers initially complained of not being able to access their Virgin Media email accounts, and that user names and passwords were being rejected as invalid.
Virgin Media customers also took issue with the firm's customer tech support line.
"I tried two times to get through to a human voice without success. When I did I was transferred to the 'broadband team'," wrote Andy Shardlow.
"I thought thank goodness for that my problem solved. The phone kept ringing and then just went dead. This happened twice. I've given up at the moment these sort of things really wind me."
Another customer, Sue Curtis, said she was considering switching providers as a result.
"Can't enter my email details, and like many other users am getting so annoyed - waste of time (and money) calling them, always delays in getting through," she wrote.
In several cases the email outage had an even bigger impact as customers complained that it was affecting their business.
"So fed up of going round and round in circles to find ways to access my virginmedia.com email - so angry and frustrated now and I need access for my business," wrote Carole on 25 March.
"Every day this week I have read on the web site, or heard it from the 'help' line that it'll be fixed 'tomorrow' or is it a case of 'manyana'? I even tried to set up access via Windows Mail but guess what? They have sent me an email which I have to access to verify my account! I give up!"
When contacted on Friday for an update, a Virgin Media spokesperson said that the email issue has already been resolved and that if customers are having problems it will be "unrelated to the issue we had previously".
"It's easy for customers to assume 'that must be happening for me' when in many cases it may not," they continued.
"The email platform is fine - always has been through this issue, as POP/IMAP have been working and anyone using a client wouldn't have seen any issue - the webmail login issue has been resolved, if customers are seeing an issue, it's going to be unique to them and they should call tech support."
However, the incident is likely to have done the firm's reputation no good at all, with customers still leaving comments which illustrate their anger at a perceived lack of transparency with problem resolution and technical support.
"I think we would all be a little happier if they just made regular and honest appraisals on the situation," wrote Darren Hodgson.
"It is no good burying heads in the sand and all the while losing good and longstanding customers. I can accept that there are problems with complicated IT systems, but cannot accept a lack of honesty and information."
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Do you agree?
Round in circles to nowhere
I have been in America since 26/4/12 on business and have another five weeks to go. I have not been able to access my email account since being here. Five calls to the Virgin UK help/tech desk have not helped. I will certainly not be a customer much longer
Posted by: Richard Blakeman 23 May 2012
when are you going to fix the email accounts ?
for nearly two weeks I have been unable to send or recieve any emails what "improvements" have you made to the system that has workd well for many years. Please undo your "improvements" to enable me to send and receive my emails
Posted by: john 13 May 2012
virgin Emails service
icannot send or recieve my Emails this started november last year also problem with my password not being accepted why dont you solve this problem before advertising about doubling everybodies bradband
Posted by: william s lang 25 Jan 2012
Blueyonder Email Provided by Virgin
I AM TOTALLY SICK OF VIRGIN! THEY ARE AND HAVE BEEN MY BROADBAND PROVIDER FOR 12 YEARS AT MY CURRENT HOME ADDRESS. I HAVE AN EMAIL ADDRESS ENDING BLUEYONDER.CO.UK WHICH FOR THE LAST SIX (6) MONTHS HAS BEEN ABYSMAL. I WAS UNABLE TO EVEN LOG IN FOR 7 WEEKS JUST LATELY IT HAS COME BACK BUT JUST FREEZES HOW CAN THEY CALL THIS SERVICE. I HAVE NOW DECIDED NOT TO USE IT ANYMORE. FURTHEMORE I WILL BE LEAVING VIRGIN ASP.
Posted by: Andrew Stobie 08 Nov 2011
no access to E mail and con tin ual messages about internet explorer failed
For several weeks now I have tried phone to get help. All telephone calls have been cut off as soon as I start to put my telephone numberm in. Tjhis is not good enough. I cannot access E. mail via windows mail , n or can I get help. I am disabled and need to have proper help and care as this is my only means of communication . Just what the hell is going on - Can anyone tell me if I can change my ISP when I have a virgin media cable set up. I am fed up with google coming on my scrfeen.and contin ual messages tellin g me that internet explorer has ceased working. I am 80 years old and need advice urgently- not a wiz kid. V3 response: While you can't change ISP without paying an extra fee for a new provider, you can set up a free web-based email account through Google, Yahoo or Microsoft and get your current Virgin email account redirected to the web account. This is what we would recommend you do.
Posted by: kathleen manning 17 Jul 2011
Still no email
Had no email for 3 weeks. Told by guy in UK technical support on 9th April that it won't be until 28th April for backlog to clear. 0.5m customers who have moved house in the last four years are affected @ 9th April they still had 1700 left to do....
Posted by: Jackie 12 Apr 2011
Leaving Virgin
Have been considering leaving Virgin and lack of access to emails or any information has clinched the deal. Repeatedly checked the status of email on their site and no mention of these problems. Terrible lack of information and honesty. Bye bye Virgin, plenty of other companies out their who would welcome my business.
Posted by: Eileen 09 Apr 2011
Virgin- e mails and mobile phone and t.v.
Having ongoing problems trying to access e- mails and to send, mobile phone had no signal for three days, and each time we try to go on catch up on the t.v. we have to re-boot. We are very unhappy with the service and are considering changing.
Posted by: Liz 07 Apr 2011
No webmail access to ntlworld
Still no access to my ntlworld email addresses via webmail Access via Windows live mail possible but this is not good enough because ; 1) I cannot check emails that get send to the online junk folder 2) I can only SEND email via webmail & not via a POP client Apparently this may be permanent for non Virgin customers If this is the case then there should have been some warning about this to allow people to take appropriate action to prepare for this Doing this out of the blue is unacceptable & extremely poor customer service
Posted by: John 06 Apr 2011
Is it still a unique incident if there's tonnes of people in the same situation?!?!?!
Virgin, now come on...did one of the staff on your customer helpline put that together for you with the typical bad translation! Unique...give me a break! Go read your forums, it's full of people experiencing the same thing. Just sort it out and stop denying it...it's a complete disgrace!
Posted by: LT 05 Apr 2011
emal issues
Unable to access email since 12/02/11. Either no, or misinformation, from Virgin.Been an internet customer with ntl/virgin from day 1,first time i've needed technical "support" and what an eyeopener that has been!! B.T.here i come.
Posted by: keith hopkins 04 Apr 2011
Virgin Media Email - access to webmail problems
If you know the username, go to pass word reset, then sign in to MyVirginMedia. Scroll down to Customer News and select Find out more under Having trouble signing in to your email? I chose 'If you'd like to set up a different email client' and followed the links to set up access from my Mozilla Thunderbird and Outlook 2010.
Posted by: MHWhitehead 02 Apr 2011
Virgin email
I have been having problems downloading my email to both Microsoft Outlook and Thunderbird for several months. Despite many calls to Virgin Helpline the problem has not gone away. I have to log onto the main Virgin Media site to check that I've not missed any mail. When I've spoken with the Customer Helpline all they say is that it's a problems with my equipment and software and that the Virgin Mail has no problems. I've afraid I put the phone down on them on my last call as I was so exasperated! This issue has caused me a lot of stress, I've been with the cable company since it was Comtel and have always used Microsoft Outlook as my email client and have never had any problems until they changed to Google Mail. I could go on and on about Virgin's lack of support but there's not much point as it would not solve their attitude. I feel much better for venting my frustration.
Posted by: Irene 01 Apr 2011
Virgin Media
As of today 01 April 2011 still unable to log on to my email account. Now 4.40 pm UK time.
Posted by: Ernie 01 Apr 2011
...and still it goes on
I am still unable to access my ntlmail account through the webmail service. If they're responding to complaints they're doing it using email - which I can't receive. I note, with some horror, that Virgin seem to be promoting trips into space as a future venture; strangely there does not seem to be any mention of return trips so I guess they're hedging their bets on how successful they hope to be at turning the ship around!!
Posted by: JonC 01 Apr 2011
Virgin Media email - What Problem?
It should be pointed out that not everyone has this problem. The changes for me were made with no problems. Very happy with the changes.!!!
Posted by: Hugh White 01 Apr 2011