Forum Discussion

Watt88's avatar
Watt88
Tuning in
4 months ago

Email address is flagged as additional but it is main account email

Received an email to primary VM account email address saying:

“We’ve identified you as being an additional My Virgin Media account user. We’re letting you know that we’ll stop supporting your online account on 06/12/2024”

This doesn’t make sense as was sent to primary email address. There are no other email addresses on main Virgin media account.  What is going on? Don’t want to be locked out of account.
There is a secondary Virgin media account however, might this be what the email is referring to despite it being sent to the primary email address?

Can anyone here shed any light on this? As usual VM support are proving very difficult to have any meaningful contact with.

  • Mickrick1's avatar
    Mickrick1
    Joining in
    4 months ago

    Same here - are they deleting my main email address that I've had for donkey's years?

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      4 months ago

      It's interesting that there are several posts this morning saying the same thing. 

      Is this because, now that VM have insisted on a third party email for your broadband account, they are going to drop the original VM one? 

      I think we should be told. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    Why do they say 'your online account' ?

    This might be taken to mean no webmail access but still leaving remote access by email app. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    4 months ago

    Hey Watt88, thank you for reaching out and I am so sorry to hear you are having some email issues.

    Can I just check is this email address a Virgin.Net one?

    Also to confirm, can I just check you have some active services with us?

    • Watt88's avatar
      Watt88
      Tuning in
      4 months ago

      Hi Matt,

      No, it’s not a Virgin.net email address. It’s the same third party email address that the account has had from the beginning.

      Yes, definitely have active services with Virgin. Broadband, TV & (pointless) landline. Have just re-negotiated the contract.

      It does not make any sense to remove this email address

      • David_Bn's avatar
        David_Bn
        Forum Team
        4 months ago

        Thanks for coming back to us Watt88.

        This process is simply being actioned to ensure only the account holder for the My Virgin Media services can access the account information.

        You’ll still be able to check their service status and refer a friend without needing to sign into the My Virgin Media account

        Thanks

        David_Bn