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HSJ26's avatar
HSJ26
Joining in
4 months ago
Solved

Losing my e-mail account and really panicking

I have had a virgin.net e-mail for many many years - early 2000s. I'm not at all techy and it was set up by a computer guy who covered our IT at work. I received an e-mail yesterday saying it would be closing in 30 days and after an initial panic, I went about trying to get my house in order and capture as much as I could to transfer to a new e-mail address. Within a couple of hours I was locked out - I suspect maybe because I was forwarding so much stuff and it looked unusual.....I just don't know. I tried following the guidance and setting up a gmail account to access Virgin Media to try to unlock it, and despite getting the verification code, nothing works. The virgin.net e-mail is now not recognised if I try and log into Virgin Media with that, so it has definitely updated to a point, the gmail one says incorrect password, but if I request a password be sent to that address I get "Oops there's been a problem, try again later". 

I called up first thing today and was initially told I was wasting my time and that it had been deleted. Naturally I was horrified that 30 days had turned into a few hours to lose over 20 years worth of e-mails. I then asked to speak to a manager who confirmed that my account hadn't actually been deleted and it would be accessible and that someone would be in touch to help me unlock it- it didn't feel like they took many details though and I am just really worried that I'm not going to hear anything. The Forum Moderator guys seem my best option as they seem reply and to find a resolution, from the worrying number of threads I have read. So Forum Mods, please help - I understand if I can't keep the e-mail, I just want to be able to access it for the period I was told in yesterday's e-mail so that I can get what I need. Thank you in hope!

  • HSJ26  Welcome to the community.  The Forum Moderators do not generally answer posts as their role is to ensure the community rules are complied with.  However, the VM Forum Team staff will reply in due course to assist you.  Do you currently have a VM broadband account? 

  • Graham_A's avatar
    Graham_A
    Very Insightful Person

    HSJ26  Welcome to the community.  The Forum Moderators do not generally answer posts as their role is to ensure the community rules are complied with.  However, the VM Forum Team staff will reply in due course to assist you.  Do you currently have a VM broadband account? 

  • Hi HSJ26 thanks for posting and welcome to our community

    Sorry to hear that of your concerns about losing your emails with the pending deletion of virgin.net email address. I would like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

    • HSJ26's avatar
      HSJ26
      Joining in

      Lee - thank you so much I have replied to your message and hugely appreciate you taking the time to look into this. You have given me hope!!