Virgin Media fails to fix user emails

USERS OF Virgin Media's webmail system are still locked out of their accounts, despite the problems having existed for weeks.

V3.co.uk has had many emails from customers, presumably from new or other email accounts, that said that the firm is flailing about as it seeks to resume service, and has failed them terribly.

The Virgin Media webmail problems arose weeks ago when, during an apparent routine upgrade, it did something that caused usernames and passwords to not be recognised. Shouldn't have happened in the first place, you say? And shouldn't it be easy to fix?

Well, no. Although Virgin Media said that it had fixed the problem at the end of March, it had not, and it still has not. Although it does say it is close. Again.

"We've identified the root cause and are resolving any outstanding issues," said Mark Wilkin, a Virgin Media forum manager.

Wilkin then requested that people stop emailing the company about their problems, which might be fair given the amount of mail V3.co.uk has had about it.

"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," he said. "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 hundreds of emails from Virgin customers, including some that we considered to be rather choice.

"Virgin on the ridiculous," said one. "Absolutely disgusted. Lost email to an ntl world account two saturdays ago. assured it would be fixed by the sunday. Then on the wednesday following was told it would be 3-5 days as the email address didn't appear to be registered to my virgin account. Phoned again on the sunday and was told to expect a call on the monday GUARANTEEING a fix. No call came."

"Life used to be so simple. Switch on computer, check e-mails etc. Now I can't even find my e-mails and keep being told my password is incorrect and will not let me change it. I just want to get back to the simple life!!!!!!" howled another.

"Why are we waiting?" adds another user who uses the Virgin Media webmail for his business communications. "We have not had email since Friday 18th March." µ