Forum Discussion

Mr_Crabbit's avatar
Mr_Crabbit
Dialled in
15 days ago

Action needed: We are closing your email account

Dear All,

This again. Both of my virgin.net email addresses received an email informing me...

 "As you no longer have Virgin Media services, your Virgin Media email address will become inactive. We’ll close your Virgin Media email account in 30 days on 5 July 2025, which means you won’t be able to access your inbox after that and the contents of your account will be removed and permanently deleted."

I went through this in October last year, see Email account closure | Virgin Media Community - 5575366

and Virgin.net email addresses Blocked | Virgin Media Community - 5591660

As stated above, I have been an uninterrupted virgin.net / ntlworld.com / virginmedia.com customer since January 1997. Will somebody at Virgin Media please make a formal association between my legacy virgin.net and ntlworld.com addresses and my current Virgin Media account? I am still paying a three figure sum every month for Virgin Media services I am being told I no longer have.

I regained access to my virgin.net mail boxes last October by resetting their passwords and hoped this wouldn't be an issue again. I still make minimal use of the mail server space allocated by using a POP3 connection and Outlook365.

Thank you.

8 Replies

  • VK50's avatar
    VK50
    On our wavelength

    Virgin services are getting steadily worse.  Expensive for what you get too.  I have been locked out of my e-mail several times for no apparent reason with need to reset both Virgin and app passwords plus faffing around getting 2FA numbers from a second email - which e-mail has always worked.  Looks like a change of ISP coming up for me.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      You'd be hard pushed to find another ISP offering email as part of their service. 

      To put an end to the ongoing problems with VM's email you need to find another email provider. 

  • Hello Mr_Crabbit

     

    Sorry to hear of the email issues and recent correspondence received in regards to their closure. We appreciate you taking the time to raise this with us via the forums.

     

    If a customer cancels their services, as outlined in our Terms and Conditions email accounts may be closed up to 90 days after the disconnection. As you are still an active customer, this shouldn't be the case for you and we're happy to take a look at what is happening.

     

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Robert_P has been kind enough to correspond back and forth with me regarding my predicament. As things stand 'the team' inform him all that can be done for me to keep my primary virgin.net email address from my 1997 legacy account is to transfer it to my current Virgin Media account. This will apparently wipe out any and all other email addresses I have established through virgin.net and ntlworld.com, all of which I have used for years before Virgin Media existed.

    The prevailing attitude seems to be that my uninterrupted use of virgin.net, ntlworld.com and Virgin Media since 1997 counts for nothing. Paying them a three figure sum every month counts for nothing. I will still be told I "no longer have Virgin Media services" because nobody at their end is prepared to make the link between my old account and my current account. To say "you won’t be able to access your inbox" after 28 years is extremely inconvenient to say the least.

    • goslow's avatar
      goslow
      Alessandro Volta

      Unfortunately that is the process that is available where moving one account wipes out the others.

      If it is just one virgin.net account, which is not associated with your VM broadband services, you at least have an opportunity before 5 July to close down that account in a managed way and switch contacts to that account elsewhere. 

      If you have other mailboxes under your VM broadband account you should also consider what the long term prospect for those mailboxes might be. The way VM has set up the present arrangement and management of its email service, the total number of VM email users will only decline. In a world of corporate cost cutting, there is only one logical outcome for VM email in the end.

      • coenoby's avatar
        coenoby
        Very Insightful Person

        Mr_Crabbit​ 

        "The way VM has set up the present arrangement and management of its email service, the total number of VM email users will only decline."

        Yes, that is 100% correct and that seems to be part of VM's plan to step back from providing an email service.

        VM stopped issuing new email accounts more than 3 years ago.

        Since then new VM customers no longer have the option of having a VM email account as part of their package and existing VM customers can no longer create additional secondary email accounts. 

        So, inevitably the number of active VM email accounts can only move in one direction - downwards

        As VM staff member Robert_P has advised, one of your legacy VM emails can be moved over to your current VM broadband account but doing that will delete all the other email accounts that are currently linked to your VM account.

        As others on here have said, you really do need to take steps to switch to using an email service from one of the dedicated email providers.

        You will be hard pressed to find an internet service provider that still offers email accounts to new customers, certainly I don't know of any! They all stopped around the same time or even earlier, than VM.

        Thankfully there are many excellent email providers out there   https://www.lifewire.com/best-free-email-accounts-1356641 so take a look at those for a start.

        Coenoby

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      There have been many indications on here that VM is no longer interested in keeping the email service running.  Your own experience is just one example. 

      You would be well advised to start now in moving your contacts to a different email provider. This will put a stop to your current problems with VM, and prevent you receiving another of those "Your email is closing" emails when the service is finally shut down.