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SteveKelly66's avatar
SteveKelly66
Joining in
5 months ago
Solved

Email Cancellation Help?

Hi,

I have received that email about Virgin cancelling my virgin.net email as I no longer use their products, but I've still got Virgin broadband?

I've had broadband with Virgin media for years so I don't really understand why they should cancel my email account?

Any advice/help would be greatly appreciated.

Steve

 


  • SteveKelly66 wrote:

    I've had broadband with Virgin media for years so I don't really understand why they should cancel my email account?


    Almost certainly the problem is that your virgin.net email account is not linked to your current Virgin Media broadband account,

    You can check that by signing in to your My Virgin Media Account (where you view your VM bills). Then go to the "Account settings" page, then the "My Virgin Media account details" page. Then click on "Manage other Virgin Media Accounts". If the virgin.net email address is not listed then the email account is not linked to your broadband account.

    The Forum Team (VM staff who support this forum) can check this out for you and advise whether it's possible to keep the virgin.net account. One of the team will be contacting you via this forum thread in the next day or so.

    Coenoby

  • coenoby's avatar
    coenoby
    Very Insightful Person

    SteveKelly66 wrote:

    I've had broadband with Virgin media for years so I don't really understand why they should cancel my email account?


    Almost certainly the problem is that your virgin.net email account is not linked to your current Virgin Media broadband account,

    You can check that by signing in to your My Virgin Media Account (where you view your VM bills). Then go to the "Account settings" page, then the "My Virgin Media account details" page. Then click on "Manage other Virgin Media Accounts". If the virgin.net email address is not listed then the email account is not linked to your broadband account.

    The Forum Team (VM staff who support this forum) can check this out for you and advise whether it's possible to keep the virgin.net account. One of the team will be contacting you via this forum thread in the next day or so.

    Coenoby

    • SteveKelly66's avatar
      SteveKelly66
      Joining in

      Hi Coenoby,

      I have just tried to link my virgin.net email to my broadband account and it states I cannot use a virgin.net email address, please choose another.

      So it looks like Virgin are just eradicating old email addresses regardless if you have an account with them or not?

      All the best 

      Steve

      • coenoby's avatar
        coenoby
        Very Insightful Person

        SteveKelly66 wrote:

        I have just tried to link my virgin.net email to my broadband account and it states I cannot use a virgin.net email address, please choose another.


        No, there is no way that customers can link another Virgin email account to their current VM broadband account themselves. 

        The process you have just tried simply creates a new username for that VM email account. You have to specify a non Virgin Media email address which from then on you have to enter instead of your VM email address every time you sign into your VM account.

        If you are able to retain your virgin.net email account you will eventually have to go through that process  because it is a fundamental part of VM's new email account security system.

        "So it looks like Virgin are just eradicating old email addresses regardless if you have an account with them or not?"

        If by "old email address" you mean " email addresses not linked to a current VM broadband account then you are nearer the mark.

        However, if if you have a current VM broadband account and the old VM broadband account that was used to create the "old" email account was in he same name as the current broadband account,  then it is possible for VM to move  the "old" email address to the new VM broadband account. So it is not as black or white as you may think.

        BUT.......there may still be a sting in the tale with that. 

        In the past when VM moved an "old" email account to a current VM broadband account it deleted all the email addresses already set up on the current broadband account. I am not entirely clear whether that still applies to these current cases but I think that it probably does.

        The fact is that you need to wait for VM staff to contact you to get the definitive answer for you.

        My advice would be to take steps now to store any emails currently in your  virgin.net account that you need for future reference onto your device outside of your virgin.net account. That way you are prepared for the worst case.

        Coenoby

         

  • I've just received another email stating my email address will be deleted in 15 days. Nobody from the VM team have contacted me yet as I'm still a customer and feeling very disheartened now.

    • David_Bn's avatar
      David_Bn
      Forum Team

      Hi SteveKelly66, thanks for your posts on our Community Forums and a very warm welcome to you!

      Sorry to hear of the issues caused with the @virgin.net E-Mail due to be deleted.

      This sounds very much like this was created before you signed up for our services to be installed.

      In this instance, we will need to locate both your account that houses the @virgin.net account and the active subscription and then pass security on both of these accounts.

      Once this has been done, we will then seek to perform a Move and Transfer to have the @virgin.net E-Mail address placed on the active subscription to rescue it from deletion.

      Check out the envelope in the top right hand corner, and I'll have a look into this with you

      Thanks,

      David_Bn

  • Thanks for working with me via our private messaging function SteveKelly66, and I'm pleased to have had this resolved for you.

    Do feel free to report back to our Community Forums if anything further is required in relation to our services.

    All the best,

    David_Bn 👍