Forum Discussion

emailarchive's avatar
emailarchive
Joining in
5 months ago

E-mail access denied

I closed my account around April time and as i was using another e-mail address and Blueyonder was no longer my primary e-mail, i didn't pay much attention to e-mails in there around Virgin Media account closing.... I hadn't appreciated this would also mean removing access to historical e-mails that i have in their plus insurance renewals that know only that e-mail address for me... I have tried contacting the customer services team to be told that their Technical team will look into whether they could restore my access for a period of time to allow me to put an autonote on & transfer all critical information from my past (this is my personal data over years)... i feel removing my access is a GDPR breach as i am entitled access to my own personal data.

When i tried to call customer services again, the same verification details were denied, being told they would post me a password... the letter arrived yesterday where the password section was blank!!! 

Could they be anymore unhelpful?

What do i do next, who can i contact to get my temporary access back,,,, i've never heard before of losing access to e-mail accounts simply because you no longer have a package with the provider... Sky doesn't do this to their ex-customers!

4 Replies

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    5 months ago

    Hello emailarchive,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your email account at the moment. However it is advised in the terms and conditions of your deal with us that your email address will be closed 90 days after you've left Virgin Media. To temporarily restore your account, which in all honesty is not very likely if its already closed down. When you've spoken to the agents, have the agents you've spoken to mentioned that any form of ticket has been raised to try this? Removing access to your email isn't a breach of your GDP rights as you were advised that the email account would be closed down 90 days after you've left Virgin Media.

    Kind Regards,

    Steven_L

    • emailarchive's avatar
      emailarchive
      Joining in
      5 months ago

      Thanks Steven - i was hoping that a Virgin Media Technical person would at least advise if this is doable or not to provide temporary access to allow me to move key documents and add an out of office note to allow insurances that renew with that e-mail address to see where to contact me.... 

      I've tried calling VM but not getting very far as what had been acceptable ID verification responses they are now saying does not match what they have... and without access to my VM account i can't see what they are looking for as responses.

      • Arissa_H's avatar
        Arissa_H
        Icon for Forum Team rankForum Team
        5 months ago

        Hi Emailarchive 👋

        Thank you for responding back to us on our community forum 😊

        We can take a closer look into this for you and see as Steven mentioned, to raise a ticket to see if you can regain temporary access.

        I will private message you on here.

        Please watch out for the envelope when you are logged in ✉️

        Thank you. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago
    emailarchive wrote:

    i've never heard before of losing access to e-mail accounts simply because you no longer have a package

    BT do the same, unless you pay a monthy fee to keep the mailbox open.  VM haven't given users mailboxes for over 3 years now and unfortunately for you, the 90 day deletion is in the T&C's.  Given normal user churn, the VM mail service is only going one way.