Forum Discussion

yes's avatar
yes
Joining in
5 months ago

Closing down my virgin.net emails despite having active broadband! Please help!

Hi all,

Similar to Peter / others, I have received the email containing: ‘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, which means you won’t be able to access your inbox after that and contents of your account will be removed and permanently deleted.’

I got this email after I renewed my virgin media bundle (which has broadband, TV and telephone) and have had 2 active virgin.net emails with them for over 20 years now. I have not closed any account and have an active broadband package with them.

Please could somebody help or point me to the right department to speak to? Thanks

  • coenoby's avatar
    coenoby
    Very Insightful Person

    yes wrote:

    Please could somebody help or point me to the right department to speak to? Thanks


    One of the Forum Team (VM staff who support this forum) will be contacting you, probably tomorrow. They will take the necessary details from you by private message and they will then be able to advise on the options.

    However, I can offer some advice.

    1) Provided that the broadband account that was used to set up those virgin.net emails was in the same name as your current VM broadband account they will be able to get them linked to your current account.

    However there is a possible downside to that.  If VM are able to move the virgin.net accounts over it is highly likely that it means that you will lose any more recent email accounts that you have set up since you opened the current BB account. Edited to add: Since posting this  it seems I may have been a bit pessimistic there and it should be possible to keep any existing email accounts that  have been opened on the current VM BB account. However, the Forum Team will need confirm the situation.

    2) If the old virgin.net accounts were created from a VM BB account with a different name to your current one then they will definitely not be able to move them across.

    3) If the virgin.net email accounts were created from a CD as part of Virgin.net's old (pre broadband) dial up internet service then it is also unlikely they will be able to move them over to your current BB account. The problem is that In order keep those dial up email accounts open you had to dial up using the dedicated virgin.net phone number at least every 180 days. That number was closed in 2013 so those accounts should have been deleted 180 days after that

    You will need to wait for one of the Team to contact you to get the official answer from them but the above information is what I understand the situation to be.

    Coenoby

     

  • Hi There yes,

    Thank you for reaching out to us in our community and welcome back, we understand you have 2 old emails which are being removed however you do have an active account, if the active account and account where the emails were registered are in your name we can then look at bringing them over for you, so we can check this I have sent you an invite into a private chat, please look out for the white envelope to accept.

    Regards

    Paul.

    • Overs_2024's avatar
      Overs_2024
      Joining in

      I am also having this issues. My emails will be deleted in 30 days. Spoke to someone on the WhatsApp chat and got a telephone call saying all sorted. Now another email saying closing in 15 days - I need this sorted urgently. Person on WhatsApp is constantly contradicting themselves saying the IT team will move it over but it also it will be deleted anyway and there’s nothing anyone at VM can do about that?! To wait 3-5 days for a response. I need this resolving now - I’ve had the same active account since the 90s. 

      • goslow's avatar
        goslow
        Alessandro Volta

        The key question which determines your options is whether you are currently a customer with VM for broadband. If you are, there may be options to associate your mailbox with your VM broadband account. If not, VM seems determined to clear out legacy mailboxes which are orphaned.

  • I am so glad I found this Forum.  I have had a virgin.net email address for many years and 2 days ago it stopped working for no reason.  Now I know.  I have tried following the advice from the support desk, but I cannot recover access to my emails.  I hope this forum helps.

     

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello IainWscot.

      Thanks for joining our community, sorry it's not on better terms with your losing access to your virgin.net email account.

      Can we please ask if you currently have an active broadband account with us? If so then we can look at transferring the email address over.

      If not then we need to advise you it won't be possible to access this any more.

      Gareth_L

      • Ak8's avatar
        Ak8
        Joining in

        Hi Gareth, would it also be able to get some help on this, my father has just told me he no longer has access to his emails (he presumed emails about the account being closed were spam until it happened) and I have found this forum, would it be possible to talk to someone about this?