Brumski
ULTIMATE Member
After many years of waiting for Openreach to finish their FTTP rollout to our estate, they've been beaten to it by Nexfibre (VMO2) and I placed an order yesterday.
An influx of emails followed, some of which prompted me to create an online VM account which I duly did. I'm culpable of letting my browser generate, and store, credentials but for some bizarre reason it hasn't stored the password for the VM website. As a result, I can't log in to the account I created.
No big deal right? Wrong. Despite having a "forgotten password" option it prompts me to call VM for assistance. However, two separate phone calls and a Twitter/X direct message exchange have resulted in VM telling me that they cannot reset the password until after the installation has taken place in two weeks.
In the meantime I continue to get emails from VM prompting me to log in to my account for multiple reasons, including but not limited to, tracking my order, checking my first bill and payment details are correct, changing my "Web safe" settings and more.
Could this have been avoided if I'd paid attention and ensured the password was stored? Yes. Should it be rocket science to reset a password to an online account? No.
I'm out of ideas at this point. VM's 'solution' is for me to call them each day to see if there are any updates on the order and/or to track the external work ahead of the actual installation which seems rather superfluous.
@Mark.J - I appreciate VM doesn't have the best track record for customer service but this is baffling to me. How can they not reset an account password? Do you have any means or methods of helping me achieve this trivial task?
An influx of emails followed, some of which prompted me to create an online VM account which I duly did. I'm culpable of letting my browser generate, and store, credentials but for some bizarre reason it hasn't stored the password for the VM website. As a result, I can't log in to the account I created.
No big deal right? Wrong. Despite having a "forgotten password" option it prompts me to call VM for assistance. However, two separate phone calls and a Twitter/X direct message exchange have resulted in VM telling me that they cannot reset the password until after the installation has taken place in two weeks.
In the meantime I continue to get emails from VM prompting me to log in to my account for multiple reasons, including but not limited to, tracking my order, checking my first bill and payment details are correct, changing my "Web safe" settings and more.
Could this have been avoided if I'd paid attention and ensured the password was stored? Yes. Should it be rocket science to reset a password to an online account? No.
I'm out of ideas at this point. VM's 'solution' is for me to call them each day to see if there are any updates on the order and/or to track the external work ahead of the actual installation which seems rather superfluous.
@Mark.J - I appreciate VM doesn't have the best track record for customer service but this is baffling to me. How can they not reset an account password? Do you have any means or methods of helping me achieve this trivial task?























