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dazdazlin
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Cant access my virgin.net email

I recently purchased a new pc and had to download iTunes which was automatically logged in on my old pc. On entering my password I was told it was wrong and need to access my virgin.net emails to reset it. I have answered my virgin.net security questions but am told they are wrong which cannot be the case. Mothers maiden name etc. Can somebody please help me with this as I feel very let down by VIRGIN and if I cannot gain access to my virgin.net account I have lost £££££ literally thousands of pounds of music collected over nearly a decade!!! PLEASE HELP????

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Superuser
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Message 4 of 10
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Re: Cant access my virgin.net email

We think (but we do not know) that VM have been purging those accounts which are not associated with a paid for VM BB account - as they are perfectly entitled to do. VM addresses are reserved only for people who are paying VM for BB. Virgin.net accounts which date from the dial-up period are regularly purged from the system. And as they say when they've gone they've gone. Usually what happens is that web mail access goes first but access via an e-mail client remains for a bit longer as the servers get updated over a period of time. If you move quickly you may still have enough access time to resolve your issues and move to a new e-mail address.

All you describe is symptomatic of this - I am sorry to say.

You can wait here for the Forum Team to pick up on this thread and confirm what has happened to your address. Or , more sensibly, you can phone 0345 454 1111 (stay on the line till the menu options clear) and ask directly.

On the other hand the whole VM web mail system is currently in a shocking state so you might be a victim of that. But given the description of the symptoms I fear the worst for you has happened.

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Superuser 2017/18
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Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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Superuser
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Message 2 of 10
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Re: Cant access my virgin.net email

Before we go any further with this answer this simple question - do you have a paid for VM broadband account? If you don't you may be in serious trouble. But let us not run before we can walk.

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Superuser 2017/18
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Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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dazdazlin
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Message 3 of 10
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Re: Cant access my virgin.net email

No I do not, I moved in with my partner and she was already with another provider.
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Superuser
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Message 4 of 10
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Re: Cant access my virgin.net email

We think (but we do not know) that VM have been purging those accounts which are not associated with a paid for VM BB account - as they are perfectly entitled to do. VM addresses are reserved only for people who are paying VM for BB. Virgin.net accounts which date from the dial-up period are regularly purged from the system. And as they say when they've gone they've gone. Usually what happens is that web mail access goes first but access via an e-mail client remains for a bit longer as the servers get updated over a period of time. If you move quickly you may still have enough access time to resolve your issues and move to a new e-mail address.

All you describe is symptomatic of this - I am sorry to say.

You can wait here for the Forum Team to pick up on this thread and confirm what has happened to your address. Or , more sensibly, you can phone 0345 454 1111 (stay on the line till the menu options clear) and ask directly.

On the other hand the whole VM web mail system is currently in a shocking state so you might be a victim of that. But given the description of the symptoms I fear the worst for you has happened.

-----------------------

Superuser 2017/18
Use Kudos to say thanks
Mark answer as "helpful" only when the problem is solved
Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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brendaprice
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Message 5 of 10
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Re: Cant access my virgin.net email

Like you, my virgin.net stopped working this afternoon without warning. It is associated with our virgin broadband account, which is paid for and uptodate. I called the recommended number and have spent 3 hours being passed around and eventually (I think) been hung up on by the supervisor in India. I understand that the account needs to be associated with having broadband with Virgin, but unfortunately this is not my experience, as I have one. Like you, I have lost access to a lot of important emails and am still being sent these emails by contacts who are not aware. Virgin don't seem to own the issue and India call centre has blamed it on the Talk Talk transfer. So, feels like unless we start a social media awareness of this 'caring approach', they are unlikely to show any interest in putting this right for the 'ordinary users. Great brand values.

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Mr_K
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Message 6 of 10
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Re: Cant access my virgin.net email

I think they have been 'over-zealous' with their purge and lots on genuine customers emails have stopped working.  Think before you act, might be a good suggestion for VM; or at least give customers (or indeed ex-customers) warning if they are going to disconnect accounts,

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brendaprice
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Re: Cant access my virgin.net email

I agree.
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Forum Team
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Message 8 of 10
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Re: Cant access my virgin.net email

Hi brendaprice,

I am sorry about this. As you may have seen, on this Forum, we've recently had a number of reported authentication issues, mostly with virgin.net domains.

The fact that you have a virgin.net email address indicates that at some point you used VM National broadband (via a BT telephone line). 

If that address was transferred to your cable account then a password reset should work.

If it's not linked to your cable account we'd need to look at the possibility of moving it over. 

Please hover your cursor over my name and click on Send Message (see pic*).

Include the following details:

  • Your name
  • Your current home address
  • Your virgin.net email address

And I shall see what we can do to help.

Thanks Smiley Happy


Jen
Forum Team



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Forum Team
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Message 9 of 10
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Re: Cant access my virgin.net email

Hi brendaprice,

I.T. have actioned my request and I have successfully transferred your email address ************@virgin.net  to your current VM account.

Webmail access should work immediately but if you have any issues after 24 hours have elapsed please let me know so I can help.

But, now that that email account is associated with an active broadband service, there should be further issues of this type.

Keep me updated Smiley Happy

 


Jen
Forum Team



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brendaprice
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Message 10 of 10
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Re: Cant access my virgin.net email

Thanks Jen. Virgin.net is back and working.

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