Virgin Media O2 customers are reporting that their mobile accounts have been locked for weeks at a time due to what the company describes as 'security reasons.' Social media platform Reddit is flooded with complaints from users who wake up to find a message stating their accounts have been locked.
Customer Frustrations
One affected customer shared: 'My account has been locked for security reasons for almost 2 weeks now. Support has not been helpful. They say they’ve logged a ticket twice but I’m yet to hear anything.' The customer added that during a recent call, they were told to add a new number to their account to unlock it, then cancel the new number afterward.
Another user expressed similar frustration: 'I am in the same boat, but it has been going on for almost 3 months now. I’m just not getting anywhere and have been told different things each time I phone up. The shops and social media won’t help me and just direct me to call customer service. I’ve lodged an official complaint but haven’t heard anything back. I went to the ombudsman but they told me they couldn’t help with the case.'
A third customer fumed: 'I received an SMS today saying that they have locked my account and to speak to CS. The only option is to send off a form to their Accounts Team to look at. I would be fine with it, but my bill is due in 5 days and its a bank holiday.'
Another user reported: 'I have been locked out of my account for nearly 6 months now. I have submitted complaints and called them so many times! Each time I get an apology and I am told a ticket is being raised to sort it. It’s really wearing me down - do you have any advice on how I can take it further?'
Company Response
A Virgin Media O2 spokesperson said: 'We take fraud extremely seriously and will occasionally temporarily lock customer accounts to protect them if we identify suspicious activity. Our teams are ready to support customers and unlock accounts after they’ve verified their identity.'
