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Temp2980's avatar
Temp2980
Tuning in
4 months ago
Solved

Email account to be terminated - virgin.net

I am messaging on behalf of my father. He has dementia and I am trying to help him keep his virgin.net email address active. He is panicking massively as all his accounts (banking/communication/travel) etc are all linked to his virgin.net account. There is no waya he can create a new email address (like gmail) and then change all these accounts to the new email address.

I have been on live chat and phone with Virgin Media who say it is not their place to help as talk talk have taken over the email service from Virgin Media. However Talk Talk say they don't know anything about it, especially as the email has come from virgin media.

There has to be a solution here? A department that can help? I am not bothered about whether it is free for ever or anything like that. I just want to help a very confused and scared father feel like he can cope.

Who at Virgin Media or Talk Talk can we speak with to resolve.

 

[MOD EDIT: Post split to create own thread]

 

  • I have just checked and you don't have a service where my dad lives. So he can't even become a customer. It does seem pretty bad service to cut his email address, if he can't even become a customer of yours? Is there anything you can do to help?

    Keep me posted
    We're so pleased to hear you'd like Virgin Media. Whilst we're busy expanding our network, it looks like we're currently unavailable at *, ************, IV22 2JH but we can keep you posted!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The claim about TalkTalk taking over the email was simply a lie to get rid of your call.

    If your father has a current broadband account with Virginmedia, a staff member on here may be able to help.

    Otherwise I'm afraid there is nothing you can do except assist your father to create a new email address and transfer all his contacts to it. 

  • Hello Temp2980

    Thank you for joining our community. Sorry its not on better terms though.

    First of all can I please apologise for any stress and inconvenience this is causing you and your father.

    This instance is a bit tricky as we do need to pass security with the named account holder of whom the email address belonged to. 

    With your fathers condition it may not be possible to help unless you have power of attorney on his account. That's if he has active service with us.

    If not then it's with regret we would not be able to continue from here.

    Gareth_L

    • Temp2980's avatar
      Temp2980
      Tuning in

      Hi Gareth, I understand that. I can get him to contact you and pass security questions. I am sure he could answer your questions. He will just get very confused if there is nothing that can be done to keep his account or give him a bit more time to get things in order. If that is possible then let me know how best for him to contact you.  Thank you

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Hello again. Sorry for the delay in getting back to you, The only possible solution is to get this email address transferred to an active virgin media account, in the same name as the virgin.net account

        Security would need to be passed on both inactive and active accounts for this to be arranged.

        Sorry its not the answer you're looking for.

        Gareth_L

  • Do you work for Virgin Media? I am looking for someone from virgin media to answer my message.

    Customers need more than 30 days notices for a change like this. It is not about the inconvenience of losing contact details. It is about losing the ability to log in to accounts such as energy providers, finance providers etc.

    Email address are used for login credentials and 2 step identity verification. You have got to give people more time than 30 days notice when changing a service that affects those type of accounts.

    What exact date are Virgin shutting off the service?

    I am presuming that as this is a virgin community site, someone from virgin can contact me so I can help my father.

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello again Temp2980

      I do work for Virgin Media on our community. To identify staff it's advised in the link here 

      Gareth_L

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    It would have been entirely possible for VM to have sent out those notices sooner, to give people a longer period to change but still finish on the same date.  But they are not known for being customer friendly, and if you are not even a customer then they really don't care.

    Virginmedia has no connection with other Virgin companies, other than paying Mr Branson for use of the name. I do wonder if the damage to his brand is worth what they pay. 

    I hope you can get your father's email sorted without too much pain. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    No doubt, Ilyas would like to help you.

    But like the other VM staff on here he has no authority to do anything other than to apologise for management decisions.  It's the way this company is run by its owners in the US. 

    I'm so sorry that you and your father are having to go through this.