Forum Discussion

lindsay19751's avatar
lindsay19751
Just joined
6 months ago

Email disappeared :(

Our virgin.net email we have had for 15 years plus has disappeared and it won't let me link the account on the home page - we are area 34 and I select that from the drop down list but it changes it to 32 automatically - I have called the helpline numbers who just 'fob' me off :((

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  • coenoby's avatar
    coenoby
    Very Insightful Person
    6 months ago

    lindsay19751​ 

    It would be worth sending a test email to that virgin.net email address.

    • If you do not get an error message back then it's a hopeful sign that the email account does still exist even if you cannot currently access it.
    • However, if you get a non delivery error message back saying that the account is "unknown" then I'm afraid that's a clear sign that the email account has been deleted. In that case it cannot be restored by VM.

    Since 2022 when VM stopped issuing new email accounts they have been closing down email accounts  that are not currently linked to a live VM broadband account. See their announcement of that here  Some important information if you have a Virgin Media email account | Virgin Media Community - 5607207 

    If your virgin.net email account was never linked by VM to your current broadband account then it may well have been closed as part of that exercise. 

    However, one of the Forum Team (VM staff) will contact you via this thread in a day or so and they may be able to clarify things and help you.

    Coenoby

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hi lindsay19751, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've lost access to your virgin.net email address. The first thing we need to establish is, are you still an existing Virgin Media subscriber with active services with us?

    Pop back and let us know so we can help further. 

    Many thanks, 

    • lindsay19751's avatar
      lindsay19751
      Just joined
      6 months ago

      I was never a virgin media customer as you don't service our area - Virgin have sent me a recovery code letter but there was no code on it - just blank :(

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        6 months ago

        Hi lindsay19751,

        Thanks for coming back to us. It's likely you were part of our service back when we offered a national service. This ended quite a few years ago and those customers were transferred over to Talk Talk. 

        Unless you're an active Virgin Media customer, you would not be able to continue with the email service. We're deleting any email addresses that are not associated with an active account. 

        There isn't a way to restore access to your email without you have an active account I'm afraid. You will need to look at a new email provider.

        Apologies for any inconvenience caused.

        Many thanks, 

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    If you are not a VM broadband customer at present, it is highly likely VM will be deleting your virgin.net email address.