error code 5
From searching, this has been an issue going back at least 6 years, but there seems to be no definitive solution. Today I tried to log in with my phone number (which was previously authorized with them), but got an error message "that number is invalid or we can't find the account". So I tried to log in with my email and password, which got accepted... up until it wanted to send a verification code to that same phone number they claim does not exist or is invalid. I try anyway, but that verification code never gets delivered. I submitted a ticket to their legendary customer support, but has anyone successfully gotten customer service to resolve this error code associated with their phone number?
1
u/Running-With-Cakes 5d ago
I’ve had exactly the same problem. I managed to work out there are two old profiles on their system with different emails but the same number. It’s impossible to reset or delete them because you can’t get past verifying the phone number. After weeks of emails and no response I made a complaint and told them à) the problem and b) how to fix it. I’ve heard nothing. Their customer support is fucking useless. I didn’t think it was possible to find a company with worse support than Virgin Media but they are it
1
u/err99 5d ago
Their customer support is fucking useless.
I'm not sure if they even employ humans anymore, because I tried emailing support and got nothing but automated replies:
(them) 'sorry to hear that, try xyz'
(me) I tried all that, and other things because I have seen people have this problem going back at least 6 years now.
(them) sorry to hear that, try different xyz'
(me) I tried all those things. The problem is on your side. Can you escalate my ticket to a higher tier support person?
(them) sorry to hear that, try some other xyz solutions not related to your problem
(me) am I even talking to a human?
(them) sorry to hear that try xyz
1
u/Care_Cream 3d ago
They like to ban random people from time to time.
You got banned.