VIRGIN Media O2 customers are being warned their accounts face being locked for weeks due to “security reasons”.
In some cases it has taken months for users to resolve the issue.
Sign up for the Tech newsletter
Thank you!
Some users have started contacting the ombudsman about the issue Credit: NurPhoto via Getty Images
In some cases it has taken months for users to resolve the problem Credit: Olga Pankova
There have even been dozens of reports on social media of customers being forced to contact the ombudsman after they were unable to access their data.
On a Reddit thread, one person said they were locked out of their Virgin Media O2 account shortly after the network giant asked them to set up two-factor authentication.
They added: “I’ve phoned O2 four times. Each time I get a bit more of the story and get asked to wait more time for a fix.
“Very frustrating. I can’t check my bills. I can’t upgrade my phone.
VIRGIN VACAY
Get a £300 package holiday voucher with this Virgin Media bundle – ends SOON
ACT NOW
Virgin Media warns to check your router TODAY to avoid slow Wi-Fi next month
“I can’t check my cable TV plan so the price is going up next month. 18 years and the only thing keeping me is good coverage in my area.”
Another person added: “I’m sorry to say it took me about 5 months and a complaint to the ombudsman for them to resolve this issue and let me back into my account when they locked me out in error ‘for security reasons’.”
A third person said: “I’m on week 7 of being locked out my account. Multiple tickets raised, multiple complaints raised which have never been acknowledged.
“False promises of callbacks, false promises of credit being added to my account. I’m submitting my ombudsman complaint today.”
A spokesperson for Virgin Media 02 said the company takes fraud “extremely seriously” and will occasionally temporarily lock customer accounts to protect them if it identifies “suspicious activity “.
“Our teams are ready to support customers and unlock accounts after they’ve verified their identity,” they told ISPreview.
