All the latest UK technology news, reviews and analysis
|
|
|
08 Apr 2011
Virgin Media has admitted that the issues preventing some customers accessing their emails remain unresolved, as frustrated users threaten to leave the ISP.
The problems have been dragging on for weeks after a planned service upgrade, and are thought to stem from changes to Virgin Media's account management system.
The company said last week that the technical problems were fixed on 29 March, but a support worker on the Virgin Media forum admitted that the ISP is still trying to fix the issues.
"We've identified the root cause and are resolving any outstanding issues," said Mark Wilkin, a Virgin Media forum manager.
"If you've been unable to access your webmail and have already called us about this, we're working to fix the problem and you don't need to contact us again. But if you haven't contacted us about this issue you will need to call us so we can confirm your identity and account details before we can fix this for you."
V3.co.uk has had nearly 100 complaints from readers, describing the trouble they have had accessing their Virgin Media emails.
"Unable to access email since 12 February. Either no, or misinformation from Virgin. I've been an internet customer with Virgin ntlworld from day one and it's the first time I've needed technical 'support'. What an eye-opener that has been!! BT here I come," wrote Keith Hopkins.
Another customer, LT, told Virgin to read its own forums. "It's full of people experiencing the same thing. Just sort it out and stop denying it. It's a complete disgrace," they said.
A Virgin Media spokesperson told V3.co.uk last week that customers still experiencing problems should call the technical support line because the initial email problems had been fixed. Now Virgin Media has admitted that a "small number of customers" are still having problems.
"We’re working through the few remaining cases and will shortly have restored all of our customers’ email accounts. We are working hard on this and we are very sorry for the inconvenience," said the spokesperson.
Latest stories from Communications
Related videos
Related articles
Related jobs
Poll
Are you confident that the UK's IT infrastructure is secure from attack in the wake of the Flame malware revelations?
V3 examines the key strengths and weaknesses of Samsung's latest iPhone killer
Connect with V3.co.uk
Social networking is almost ubiquitous. This white paper examines the benefits and risks and it looks at the different ways companies can reconcile them
The importance of understanding your infrastructure
About Us WorldPay provides a globally connected, locally...
About Us WorldPay provides a globally connected, locally...
SQL Server Developer - Our client, an international...
IT Technical Service Delivery Manager / ITIL / Reigate...
Keep up to date with the latest products, services and technologies from the world's leading IT companies. IThound.com brings you over 2,000 white papers, case studies and analyst reports.
Do you agree?
virgin email problems
i just set up a free hotmail account and used that untill they can sort out the problem in fact i might just stick with hotmail as its portable and can be used anywhere unlike a virgin email account ......
Posted by: ken 27 Aug 2011
No Mention....
Theres no mention of the other parts of Virgins system / website that hasnt worked for last couple of weeks like the view part of the billing, or the V-stuff login and software. perhaps a bout of transparancy on Virgins part should be forthcoming and they admit it to their customers there is still a problem!! and i dont mean via their forum.
Posted by: Carl Dean 08 Apr 2011
IE9 issue?
I cannot load my Web-based Virgin email with IE9 and have to use basic HTML!
Posted by: Keith 08 Apr 2011
Virgin Media are useless
I've been without my e-mail for two weeks now causing considerable and significant problems. I've given up calling them because A) it takes about 15 minutes to get through to someone and B) when you do the person either lies or is totally useless. I've had enough and I am switching to another company!
Posted by: Paul 08 Apr 2011