Forum Discussion

PMBPD's avatar
PMBPD
Joining in
7 months ago

Email being closed

Hi,

You have sent an email today threatening to close the email account as we no longer have VM services. Given that I do have services, pay regularly each month and have never asked for this email address to be removed from the account, you have clearly made an error. Judging by the the amount of people on here saying the same thing, a fairly major error at that. Why don't you just sort it for everybody rather than have each person message in.

I trust that given you have no basis or reason to close the email this will be resolved and you will email to confirm.

If it is not, I trust we can leave for free given it is an unrequested change.

Just to add when I spoke to customer services earlier they knew nothing of this, which given the amount of people it's impacting I find hard to believe.

Look forward to receiving confirmation this is resolved.

7 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    VM is closing down email addresses that are 'orphaned' i.e. not associated with a current VM broadband subscription. The mailboxes mainly affected are virgin.net addresses although others may also be involved if the customer left and rejoined VM.

    If you log into the primary account for your 'My Virgin Media' where you see billing information etc., do you see the mailbox that is under threat of deletion listed? If not, that is why you have received the letter because the mailbox is not associated with your VM broadband.

    If you are a current VM broadband customer, you may have an option to associate the mailbox with your VM broadband which is along the lines of the summary from VIP user 用心棒

    https://community.virginmedia.com/t5/Email/Concerned-Virgin-Net-eMail-Users/m-p/5575739#M279991

    although the fine details of what can be done seems to be evolving and changing each day.

    You should get a reply from a VM person within a few days who should advise what is possible for your VM broadband and mailbox(es).

    • PMBPD's avatar
      PMBPD
      Joining in
      7 months ago

      Thank you for the reply. But the email has always been linked to the account and we have had the account in place for over 20 years now with no breaks.

      This is either a system error or VM just being lazy and instead of working out who doesn't use it anymore just deleting all and waiting for those that do use it to contact them.

      Also think it's awful that those that leave get 90 days, but those paying the bill only get 30 days.

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Bit of a mystery then if you can see the email address in question listed among your others in 'My Virgin Media' for the primary account.

    You'll need to wait for a VM reply to see if they can get to the bottom of it.

  • coenoby's avatar
    coenoby
    Very Insightful Person
    7 months ago
    PMBPD wrote:

    Judging by the the amount of people on here saying the same thing, a fairly major error at that. Why don't you just sort it for everybody rather than have each person message in.

    To be fair to VM, so far, all the cases I have seen on here where VM have sent emails to current VM customers have been cases where the affected  email account is not linked to the customer's current broadband account.

    That can happen. For example, where the customer moved away from VM at some point in the past and then later rejoined VM and with a new VM broadband account.

    If a VM email account is no longer linked to a live broadband account VM no have no idea who the user of that email account is. That's because all the personal ownership details are held with the broadband account not each individual email account,

    The good news is that In those cases, if the original (now closed) VM broadband account was in the same name as the current live broadband account, then VM can now link the original email accounts to the current live broadband account. That means the old email accounts will not be deleted.

    If your threatened email account appears on the list of  VM accounts under the "Manage other Virgin Media accounts" link in the "My Virgin Media Account Setting" (also known as "Account settings") page of your primary My Virgin Media account (the one where you can view your VM bills) then something really  strange is going on.

     Again though, VM should be able to resolve that once they have checked on what has happened.

    I hope that has clarified things at least a little.  However,as goslow has said, you need to wait for e reply from the Forum Team when they contact you via this thread

    Coenoby

    • PMBPD's avatar
      PMBPD
      Joining in
      7 months ago

      Thank you for the reply. I'm afraid from what I read it was the opposite to your comment. Most, like myself, had been customers for a long time and this has come out of the blue. If the email address is no longer linked then this is a fault of VM as I have not requested it to be delinked and not closed any part of the account.

      Hopefully someone will contact me on here to sort, but as I said when I spoke to customer services they had no clue, and although I was told I would receive a call back I am still waiting some 2 days later. Which may not seem like a long time, but since VM have set the deadline I feel pressured to get this resolved.

      • coenoby's avatar
        coenoby
        Very Insightful Person
        7 months ago
        PMBPD wrote:

        "Thank you for the reply. I'm afraid from what I read it was the opposite to your comment."

        Obviously I don't know the full situation of why your specific email account is not linked to your current broadband account or what you have read. All I can say is that although I am not a VM staff member what I posted is the actual situation (as of today) with these email accounts that have been flagged for deletion. 

        Your comment that the support staff you spoke to did not know about any of this does not surprise me. Based on previous experience It seems that VM are not good at communicating the latest changes to their front line staff on the 150 line.

        "Hopefully someone will contact me on here to sort"

        Someone will contact you. I will keep an eye on this thread and if one the Team does not contact you today I will escalate this to the Forum Team.

        Coenoby