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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