Virgin media account hacked - why will no-one help?

[NotOnTheBench]

Why is VM so sh*t? All our email accounts have been hacked. If I try to reset my pwd it won't let me. If I go via the 'forgotten username', it asks for account number and area code from my bill, which I have, and then sends me straight back to trying to login when I don't know my password!!

On top of that what stupid arse decided to put holding music on the customer service line, with lyrics such as "I'm not OK - hurt me in the worst way" and "looking for something I can't have". I kid you not. Someone needs sacking.

VM are awful. About a year ago I got emails from them stating I’d opened an account and all the welcome emails came through. All addressed to someone with the same forename but different surname. Clearly they’d registered the wrong email address to the account.
In the emails I have a lot of this woman’s details and if I really wanted to I could access the account with this info and change her password.
Since then every month her bill is emailed to me. I have called VM four times now to get them to change the email on the account, each time met with apologies and assurances it will be dealt with.
GDPR has since come in, I have again called them, but nothing has changed. They’re useless!

My husband had a £10k loan taken out in his name after his VM mobile account was hacked. It was all sorted out and his bank, First Direct, were brilliant. VM were utterly shit though- it was no thanks to them it was sorted.

My husband had a £10k loan taken out in his name after his VM mobile account was hacked.

How? How could that happen? What do VM do in regards to helping people get bank loans?

After 5 phone calls, 45 minutes of waiting on the phone, I gave up. The trick seems to be that at every stage, when trying to login online, you have to say that you have forgotten everything, until it finally asks you to enter your security questions [giving them my latest bill details didn't seem enough] - I had to do tat twice to get in. Eventually, I got to my account, where I can manage the rest of the family's accounts and we have all changed our pwds.

Now to change pwds for absolutely everything we use these email accounts for. Bank first.

What's the best way to get off VM altogether, given that I will never hear from anyone again if I change my email address?!

Their customer support is appalling, the worst out of any company I've ever dealt with. I found naming and shaming them on social media helped get a response. Good luck.

Insider info.

Please register and post on www.cableforum.uk/board/forumdisplay.php?f=11 this site, which is answered and assisted by members of staff in their own time and for nothing but the satisfaction of helping. They will sort you.

Tbh vm are useless. Dh used to work for customer services and would honest
toy try to help anyone who phoned and were having trouble but he said that thete are so many people who work there can't be arsed or say theyll phone back but dont actually bother

Alabasterangel6 thanks. I'll do that. I did end up fixing my login myself eventually. The trick seems to be to respond that you forgot everything apart from your mum's maiden name (though even that bit I had to repeat several times before it was convinced I really did know her maiden name.

Ugh they're dreadful. I'd never go back to them

They are the worst company I have ever dealt with. I got rid of them in March and would never go back. Their customer service is awful!