Forum Discussion

Deet2's avatar
Deet2
Joining in
5 months ago

How to keep an email

Like many people I’ve had an email saying that my email address of over 20 years is getting turned off, with the excuse that “I’m no longer a customer”.

Also like a number of you I am still a customer, I just have another account, so somewhat frustrating.

I tried the lets “chat route” and the poor sod on the other end did his best to try and confuse the issue, pointing me in all sorts of directions, before eventually sending some boiler plate text and closing the chat down.

I get it, someone has made a decision and has done a calculation and the negative noise about this is within accepted parameters, all part of the game.

But before I jump ship to a much cheaper deal with an alternate supplier, what is the art of the possible?

If I cancel my current broadband deal and open a new one (with the old account) do I get to keep the email?

If I keep trying, can I eventually convince someone to transfer my old email to my new account?

Does anyone with a bit of inside knowledge of the mysterious workings of this company have any ideas?

Thanks in advance

DeeT2

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    5 months ago

    Deet2 Cancelling your current VM broadband account and rejoining definitely would not help as VM no longer offer email addresses with their broadband supply.

    If your current VM broadband account and the orphaned email address that is subject to closure are in the same name then VM may be able to get it linked to your current broadband account.  Otherwise you will almost certainly lose it.

    • Deet2's avatar
      Deet2
      Joining in
      5 months ago

      Ahh, so then the issue is that the new account is in my wife’s name, maybe that’s where things are getting Squirrelly, well they could have told me that a couple of hours ago, still I know now.

      Assuming I close that account and open one in my name, within the 30-day grace period; the second element could come into play and it could be migrated?

      This could be an interesting conversation with a sales rep, possibly one to record for posterity.

      "I want to close this account, open a new account, attach it to an old account and pay you less money. Let’s make it happen"

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        5 months ago

        Deet2 As I wrote earlier moving to a new account in your name wouldn't help following the closure of email provision for new VM broadband customers in 2022.  Have you replied to the private message from Paul_DN 

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    5 months ago

    Hi Deet2,

    Thank you for reaching out to us in our community and welcome, we appreciate it is not great news losing your .net email after 20 years, if the account which had the .net and your active account are both in your name it is possible we can bring the email over to your account.

    In order to have a look I have sent you an invite into a private chat, please click on the white envelope to accept.

    Regards

    Paul.