Virgin Media is facing a barrage of complaints from customers trying to access their email accounts, after reports that hundreds cannot to log in to the system while others have seen their accounts disappear.
Despite a spokesman for Virgin Media saying any widespread issues that had affected customers had been resolved, it appears the issue is still affecting many.
Online forums have been inundated by disgruntled customers. One customer, simply called ‘Infuriated’ wrote that they were unable to access emails from their account, adding that it isn’t an old NTL account as Virgin had claimed was the root of previous problems.
“I am with Virgin and have a virgin.net email account which I cannot access, it appears it’s not just the old NTL addresses which are having problems.
“This is causing nightmares with BT as I am unable to reply to their emails from another address as for security reasons they won’t accept emails from an alternative email address.”
A second customer, Jenny Wood, wrote on the 4 July that the inability to access Virgin email services was causing her serious distress and that calls to the firm were failing to make any headway.
“I have had problems since the 20 May when I lost access to the Virgin Media billing system through their upgrade and subsequently to my email accounts. I have spent hours on the phone to Virgin Media, two or three calls a week,” she said.
“As I have just been made redundant and am also partly disabled, this loss of service is a real issue for me. The key problem for me is that Virgin Media’s email service is proving completely unreliable in terms of delivering email to you.”
The Virgin Media spokesman suggested customers should contact the firm’s helpdesk. “We resolved the login issue that some customers faced when trying to access their email account through webmail many months ago. Since then, our email system has been working as expected and customers can access email as usual through webmail or email clients,” he said.
“Customers with individual problems accessing email or any other part of our service can find useful guides at http://help.virginmedia.com or call technical support free on 150 or 0845 454 1111 from a non-Virgin home phone.”
