Action needed: We’re closing your email account” notifications.

Question

I received an email saying my email address .net and my daughter’s .net would be closed in 30 days because they weren’t connected to an active account. I’ve had the same account with broadband, tv, landline since 90s.
I spent a long time explaining the issue to an agent on WhatsApp. I was then telephoned to say the matter was resolved and the ticket closed. I now have another email saying the accounts will close in 15 days. I’ve read various threads on the forum and it seems this can be resolved if you’re a broadband customer. I’ve gone back on WhatsApp to state it hasn’t been resolved and now being told my two .net accounts are linked to my account but will still close, then that they could be linked but only one, then that actually they will just close. I just need someone who actually understands the issue to respond to me, as the agent refused to put me in touch with anyone else.

jpeg1 · Answer

It's very hit and miss. VM have handled this very badly and their staff give different advice.

If the email addresses are attached to your broadband account, they should be safe. You can check if they are listed in your MyVm account menu.

If they are not listed, you need to wait for a staff person here to offer to help. But in any case you should be looking for better email services.

Carley_S · Answer

Hi Overs_2024&nbsp;
Welcome to the community forums.&nbsp;
So sorry to hear of your concerns about your emails being deleted.&nbsp;
If your emails are transferred as you advise that IT have informed you, then you can ignore the letter you received advising that there are 15 days left before they're deleted.&nbsp;
I mentioned in your other post that we'd feed this back to the team to investigate further. We can also see that you've been in touch and the team have raised another ticket to ensure that is done for you. &nbsp;Please do keep us posted here should you've not heard anything back from them in the next 5 working days and we can assist you further if you need.&nbsp;

Overs_2024 · Answer

Hi Carley,&nbsp;Seven days later and I haven’t had a response from IT or a reply to my complaint made Thursday which should have been responded to in 72 hours. Can you action an urgent response - we are now 7 days away from the deletion of my emails.&nbsp;

Tom_W1 · Answer

Hi Overs_2024 thanks for your reply here.
If a ticket has been raised, these will be being worked as soon as possible so we are sorry for any delays here.
However, we can check the status of this so please expect a PM from me to arrive shortly and respond directly when you can.
Many thanks
&nbsp;

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