Virgin Family Pooling issue - cancelled pooling for no reason

[AustraliaPoochie]

Reset up family pooling in VFF.
Had an email, and they have flipping automatically turned my family pooling off.
I didn't instruct them to stop.
Edit: taking an indepth look, looks like they are strict now on max 2 adults.
That is the only thing that could have pinged me off it.
2 edit: just checked, I thought I had 2 in family pooling, but just double checked, only had 1.
No 18 year old in family.
To sum up, check your email, as I got an email that my VFF family pooling will stop midnight tonight, first notice.
Not a scam, as I logged into the 2 VFF accounts, and both (mine and the other VFF family member), had the same notification.
Not sure if other colleagues on here go the email from VFF, but seems not, from no other feedback.
Just keep an eye out anyway.
Ok, Poochie out.

 

[Vic]

They have ALWAYS been strict on the max 2 adults.

If you made changes than means you had to cancel whatever was in there already. All changes prompt an email to say the change will take effect from midnight. That email will be for cancelling the previous arrangement and ASLO for adding the new arrangement.

 

[jakeseven7]

WTF is going on - all my my family pooling has been cancelled as well?!?

There have literally been no changes!

Virgin IT is doing my head in, maybe they have been hacked

 

[jakeseven7]

They have ALWAYS been strict on the max 2 adults.

If you made changes than means you had to cancel whatever was in there already. All changes prompt an email to say the change will take effect from midnight. That email will be for cancelling the previous arrangement and ASLO for adding the new arrangement.

I have made zero changes and neither has my pooling members.

Colleague next to me at work had theirs canceled as well. For no reason. I actually thought it was a spam link....

There is DEFINITELY a massive gremlin (again) in Virgin's systems.

Has anyone braved the Virgin No-Customer Care line yet?

 

[serfty]

Scurried off to check relevant pooling.

Phew, Still connected.

There's monthly transfers via Flybuys ...

 

[Vic]

I have made zero changes and neither has my pooling members.

Colleague next to me at work had theirs canceled as well. For no reason. I actually thought it was a spam link....

There is DEFINITELY a massive gremlin (again) in Virgin's systems.

Has anyone braved the Virgin No-Customer Care line yet?

Ok, well that's definitely a problem. My reply was based on the assumption that OP has made actual changes... but now I'm doubting my interpretation of the first post...

Reset up family pooling in VFF.
[snip]

 

[Fran_B]

Hi - I had family member below age 18 yrs randomly removed from the pool, effective at 1159pm tonight. We definitely didn;t request this. Seems like an IT error or malfunction. Of course, the phone lines are only open from M-F til 8pm...

 

[AustraliaPoochie]

Definitely no changes asked/requested by me.
The email had my and the other person's VFF number.
Both accounts had notifications family pooling of points and SC would be cancelled tonight at midnight!
And reset is now subject to assessment and can take 24 hrs.
Going downhill very fast.

 

[AIRwin]

Did you all just turn 18?

 

[jakeseven7]

Ok.

I took the plunge and called Virgin earlier.

It’s a big IT fault that occurred and is affecting thousands of customers apparently. I had to wait 45 mins, clearly lots of people calling.

Basically what has happened is that anyone with multiple addresses in their system has led to Velocity assuming that all addresses are primary addresses which means if you have ANY addresses that conflict with your pooling members it boots them off (in my case I had a work address as a secondary address somewhere which the fault then assumed was my primary… sigh)

Unfortunately the fix is manual, you have to contact them and have your primary address reassigned and alternative addresses deleted.

Then you have to manually re-link your poolers yourself. But only after 24 hours. They won’t do it for you.

They said the call centre was swamped dealing with people calling, apparently the poolers started being cancelled yesterday… many people thought their accounts had been hacked but no…. just another Virgin IT issue.

Hope this helps, this was the story I was given anyway!

 

[Fran_B]

Ok.

I took the plunge and called Virgin earlier.

It’s a big IT fault that occurred and is affecting thousands of customers apparently. I had to wait 45 mins, clearly lots of people calling.

Basically what has happened is that anyone with multiple addresses in their system has led to Velocity assuming that all addresses are primary addresses which means if you have ANY addresses that conflict with your pooling members it boots them off (in my case I had a work address as a secondary address somewhere which the fault then assumed was my primary… sigh)

Unfortunately the fix is manual, you have to contact them and have your primary address reassigned and alternative addresses deleted.

Then you have to manually re-link your poolers yourself. But only after 24 hours. They won’t do it for you.

They said the call centre was swamped dealing with people calling, apparently the poolers started being cancelled yesterday… many people thought their accounts had been hacked but no…. just another Virgin IT issue.

Hope this helps, this was the story I was given anyway!

Many thanks jakeseven7 for sharing.

 

[pauly7]

Checked my ‘spam’ email and had 7 repetitive emails from Virgin cancelling all my family pooling. I also thought it was a scam/hack until I saw this thread. What a mess.

So, I have flights today (and my pooling is all cancelled) with a family member.

It can’t be manually re-linked in time, so do we think Virgin will retrospectively and manually move the SC and points across….?

I think it’s pretty poor that Virgin are making people manually fix this themselves, especially when they don’t answer the phones at times that people with a job/life can call…

Wonder if AFF could perhaps contact Virgin about this issue maybe press them to see if there is another fix and an official response? @admin

I would have thought they would at least have sent out an apology email explaining the situation by now.

 

[JessicaTam]

Ok.

I took the plunge and called Virgin earlier.

It’s a big IT fault that occurred and is affecting thousands of customers apparently. I had to wait 45 mins, clearly lots of people calling.

Basically what has happened is that anyone with multiple addresses in their system has led to Velocity assuming that all addresses are primary addresses which means if you have ANY addresses that conflict with your pooling members it boots them off (in my case I had a work address as a secondary address somewhere which the fault then assumed was my primary… sigh)

Unfortunately the fix is manual, you have to contact them and have your primary address reassigned and alternative addresses deleted.

Then you have to manually re-link your poolers yourself. But only after 24 hours. They won’t do it for you.

They said the call centre was swamped dealing with people calling, apparently the poolers started being cancelled yesterday… many people thought their accounts had been hacked but no…. just another Virgin IT issue.

Hope this helps, this was the story I was given anyway!

It looks like @AustraliaPoochie is on to something!

 

[AIRwin]

It looks like @AustraliaPoochie is on to something!

A nose for it...

 

[maia200]

Thanks for this info. Not going to call now and hope something else gets sorted.

 

[AustraliaPoochie]

I am going to leave it for the weekend, wasn't it mentioned that they would be doing some works on it, for the weekend.
If nothing happens, I will go into FB and turn auto transfer off, and see what happens.
They are so keen for us to keep auto transfer of points and SC on, but they can't even look after their IT systems properly.
Probably cost cutting.
I did reset the outgoing from my mum to me via her side of VFF familyi pooling of points and SC, she does a lot of shopping at Coles.
She as contributor, and me as receiver.
I also made sure that mine had no points and SC out to anyone.
Seriously, though, should this have happens, if they didn't cost cut, and if someone was doing their job/s.
And if they really did care.
(OffT, look at Optus, after they got hacked and all their customer data put out for the world to see, they are now putting the word out that they are into setting up home security cameras and systems and automation for home processes, isn't this a little much too late?(OnT).
Edit: more so a nose for trouble, AIRwin, what's next for VA/VFF?

 

[AustraliaPoochie]

Well, they have ignored the fact I went into the contributors on my mum's VFF account, to put me as benefactors.
So, it turns out they have unlinked it.
Got another email from them today, saying "its off".
Despite the other colleague who called them up, and they said its a glitch, well, turns out that in my case, they have turned it off.
Well, so be it.
Waiting now for Rex's FF program, if and when it comes up.

 

[MooTime]

Seriously, though, should this have happens, if they didn't cost cut, and if someone was doing their job/s.
And if they really did care.

Cost cutting you say of Virgin, yeah of course they are, you tell me one company that isn't cost cutting atm, banks making billions are cost cutting, large miners cutting.

I dare say this is a glitch of their IT system of some sort, that's obvious, far from the major issues of losing pax bags, cancelling pax flights, putting pax on non time possible connections etc etc.

If this is as bad as Virgin IT get then I'm fine with it, yeah minor pain, few mins in front of the PC to fix it yourself, whoopidoo.

I have family pooling issue atm (non current issue related) that moving to new home & interim moved in with inlaws, changed all our address, but my son was lost on family pooling, took a flight & not credited, called & was told his address is different. well I said hmm how is that, a 3yo lives separate. It's being looked into atm, case manager, waiting for call back.

 

[jakeseven7]

There was more unscheduled maintenance on the buggy VA2 app last night - maybe it was trying to fix the pooling issue.

Has anyone who was booted off the pooling for no reason been able to reconnect?

 

[MooTime]

There was more unscheduled maintenance on the buggy VA2 app last night - maybe it was trying to fix the pooling issue.

Has anyone who was booted off the pooling for no reason been able to reconnect?

It was scheduled, well at least 24hours notice, I saw the notice on the app day prior.
I tend not use the app between 1030pm & 5am.

I'm still waiting for call back.