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Needhelp2024's avatar
Needhelp2024
Tuning in
7 months ago
Solved

Email Account Cancellation

Can someone please help? I am utterly distraught after receiving an email saying that my virgin email account is being closed in a few days. This account has been used for many, many years and I don't know how to keep my emails and don't see how I can contact everyone I need to in a few days. The sender of the email was from a 'No-reply' email.

  • smf4122's avatar
    smf4122
    6 months ago

    Sorry but why on earth shd we have to do all this? The problem is VM have decided it's acceptable to suddenly prevent access to our accounts by changing the email address required without any warning or permission. When I did change it to a gmail address, it led me to an account with only my name on it, with no bills or history and I believe this is why you sent me an email saying I was no longer receiving VM services. You have done some very odd things lately with no warning. 

52 Replies

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    • Needhelp2024's avatar
      Needhelp2024
      Tuning in
      7 months ago

      Hi Graham,

      Thank you for your reply.

      The link you posted about backing up emails is from 2017. I am not being rude, but will those suggestions still work? I am not very computer savvy at all and am very stressed by this situation.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        7 months ago

        Sorry, that was a duplicate. 

  • newuser23's avatar
    newuser23
    On our wavelength
    6 months ago

    It's no good asking Virgin to help. They are not interested in helping people only money. You must get a new email right away and forward your emails to it. 

    • Needhelp2024's avatar
      Needhelp2024
      Tuning in
      6 months ago

      Thanks, but there are too many to forward. And I cannot contact everyone/company to change my email address in a few days. Is there someone human I can actually speak to, on a normal landline number?

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    Forwarding will last only as long as the original mailbox does. Once the 30 days is up, the forwarding will stop.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    VM have not "prevented access" to your broadband account. They have only said that you must change the email address attached to it.

    That is a sensible move because one day the VM email will stop and they still need to be in contact with you. 

    • smf4122's avatar
      smf4122
      Up to speed
      6 months ago

      it prevented access because my sign in details no longer worked and there was no explanation or warning. My husband has been unable to access his sky sports because it no longer accepted the sign in details. You say you haven't but in a way you have and why shd we suddenly have to change the email address we've signed in with for thirty years? Every other site I can think of has a sign in address and a password recovery address which is how it was until recently when it now says you need a non VM address in case you have to reset your password...but that is what the recovery password is for, as it has been set up for thirty years. This is not with my permission or with any warning. 

       

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        6 months ago

        @smf4122

        I can't speak for Virginmedia, and I've never used their wretched email, but if they have decided to change their account login arrangements there isn't anything any customer can do but follow their instructions.  They have always organised their business for their own benefit rather than for the convenience of customers.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Matt and the other staff here are just passing on the instructions from above. There is nowhere to escalate because it is a management decision. 

    You must get a new email address from Gmail and send out a message to your contacts. You can address it to many contacts each time. Start now. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    You can check for yourself whether the email is safe. Open your broadband account and see if the email address is listed. If it is shown there it will be not be deleted this time. 

    • smf4122's avatar
      smf4122
      Up to speed
      6 months ago

      That is correct. However I am not alone in feeling that is not remotely made clear to ppl. I’ve just spoken to someone who has now clearly confirmed that, I’ve checked my account and all three addresses are now showing so I’m comforted at last that nothing is going to happen. He did also agree with me that it sounds odd to have to sign in to the virgin site with a non virgin address and that the attitude that virgin have decided that’s what they’re doing the customers just need to live with it is not what I wd call customer service. 

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        6 months ago
        smf4122 wrote:

        That is correct. However I am not alone in feeling that is not remotely made clear to ppl. I’ve just spoken to someone who has now clearly confirmed that, I’ve checked my account and all three addresses are now showing so I’m comforted at last that nothing is going to happen. He did also agree with me that it sounds odd to have to sign in to the virgin site with a non virgin address and that the attitude that virgin have decided that’s what they’re doing the customers just need to live with it is not what I wd call customer service. 

        One reason for the change to a third party email address username will be because no one who has joined Virgin Media since May 2022 will have a virginmedia email address as they are no longer being issued.