Forum Discussion

BeckF's avatar
BeckF
Joining in
19 days ago

Email Account

Hello

I've just registered Power of Attorney for my mother's Virgin Media account and have received confirmation of this in writing from Virgin Media. She recently moved properties and has a new account and, as I understand it, a new email address linked to her new account. She can't access the email address linked to her old account. 

When I spoke to the call centre, they said that they couldn't provide me with details of the new email address and said that my mother would need to confirm it, but neither of us know what the new email address is because Virgin Media have never notified us of it. So how can we confirm an email address that we don't know?

Is there any way to obtain this email address please?

Thanks

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    18 days ago

    A house move from one VM serviced property to another, should be a "lift and shift" with no changes to the account.  IMHO it should not be a new account etc.  However VM do not give mailboxes any more, so if it is a new mail address, it would be a 3rd party email, e.g. Gmail or similar.

    If you wait here a day or two a VM Mod should pick this up and discuss directly with you as you have POA for your mothers affairs?

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    17 days ago

    Hi BeckF 👋.

    Thanks for reaching out to us and welcome the Community Forums, sorry to hear of the issues you are facing with an email address. Unfortunately we cannot give out email addresses but there is a way to recover that email address via the website log in page. Once you click forgotten email address it will present you with 3 questions:

    Account holders date of birth
    Account number
    Area Ref

    The last 2 questions you will have the details on the billing that is sent and on any contract.

    I hope this helps. 

    Sabrina

  • BeckF's avatar
    BeckF
    Joining in
    16 days ago

    Hi Sabrina

    I tried doing what you suggested to recover the email address and put in my mother's date of birth, the account number and area reference, but it couldn't find my mother's account. What do you suggest I do next?

    Thanks

    BeckF

    • Kath_P's avatar
      Kath_P
      Forum Team
      16 days ago

      Hi BeckF, 

      Thanks for coming back and updating your thread. We're sorry to hear the issue is still ongoing. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

      I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Many thanks,