Forum Discussion

Cmj2005's avatar
Cmj2005
Tuning in
5 months ago

Email cancellation

My 80 year old mother has had a VM package for many years. She recently had an email stating that her email account will be closed as she no longer has Virgin Media services, which she obviously does. She somehow got through on the online chat and was told that it was VM fault and all was sorted and give a whole £10 for her stress and worry. She has now had a second email saying her email account will close in 15 days. I can see that lots of other people have posted with the same problem. Dealing with this problem is beyond her and really causing her concern. Can someone please help.

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    5 months ago

    Consider signing into Login to My Virgin Media | Virgin Media (using the account holder's authentication credentials) and then:

    • select Account Settings > My Virgin Media 
account details > Manage other My Virgin Media accounts
    • if the email account under threat of closure is listed then it should be safe from closure as it is now correctly linked under the active broadband account; should it not be listed post back here to have issue flagged to the forum team

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    5 months ago

    Hi Cmj2005 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the concern this is causing your mother 😔

    I can see my colleague responded to a similar post of yours on another thread. 

    If you could please answer the questions asked at your earliest convenience, we'll do our very best to help you.

    Also, please try following the advice provided by 用心棒 👍

    Regards,
    Daniel

    • Cmj2005's avatar
      Cmj2005
      Tuning in
      5 months ago

      Hi Daniel, thanks for your reply. I am new to this forum and find it a hard to navigate. I can’t see the reply from your colleague. Where can I find it. Many thanks 

      • Martin_N's avatar
        Martin_N
        Forum Team
        5 months ago

        You should be able to see it by clicking on the purple envelope. This should be in the top right hand corner. 

        ^Martin

  • Cmj2005's avatar
    Cmj2005
    Tuning in
    5 months ago

    Thanks for that. I had tried it and it only shows my badges I have been awarded. There is a little alarm bell icon which also shows me badges awarded and the reply from Daniel but not my own reply  or the one to me asking for my mothers details. 

    • Carley_S's avatar
      Carley_S
      Forum Team
      5 months ago

      Oh. How odd, you should see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down. 

      If not, you can send a private message to the agent who has invited you to private message directly and ask them to resend the questions so you can continue further if you need.