Virgin Media has admitted that the issues preventing some customers accessing their emails remain unresolved, as frustrated users threaten to leave the ISP.
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.
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