Forum Discussion

RobinKY's avatar
RobinKY
Tuning in
2 months ago

My virgin.net email account

Hi

Just wondering whether anyone can help.

Earlier this week I was unable to gain access to my virgin.net email account.

This is usually done via the Virgin Media site which I can still log into.

The page however states  "Your Virgin Media Mail account is currently unavailable"

I have tried 4 times speaking with individuals via the online customer services chat system which has proven to be a long drawn out process with different guidance/information given. The last person advised that virgin media no longer supports this email account and suggested me to contact Talk Talk.  As I don't even have an account with this provider, I fell at the first hurdle trying to speak to their online team.

I have been using this email account for over 30years. All my contacts and other important documentation required for both work and personal use are currently not accessible.

I do not recall being advised that my account would be made redundant (if it has). Otherwise, I would have taken  the appropriate action.

All I am asking is a representative from Virgin Media to contact me and inform me how I can resolve this great inconvenience.

I welcome any advice from anyone who has experienced this ordeal.

Regards

RY

  • jpeg1's avatar
    jpeg1
    2 months ago

    You can forget the phone CS staff as they have no ability to access the email service.

    Send an email to yourself from another account. Does it bounce back as undeliverable? If it does the account is definitely gone. If it doesn't there is just a possibility of recovery but it will have to be done by VM very quickly.

    Whatever email you use in future it is vital to keep an offline copy of all important emails and data, rather than trust an online email account. 

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

    RobinKY The page showing the error message you have stated usually contains detailed instructions for unlocking the account.  Essentially you need to change the account password via the My Virgin Media account and generate an app password also via the account settings page.  To do this you will be required to change the username for the account to a third party email address.  Make sure that you have another email address for this purpose before starting the process.

    You can read all about this here: https://www.virginmedia.com/help/broadband/manage-email-account

    Virgin.net email addresses that are not linked to a VM broadband account are being closed but that doesn't appear to be the case for you as you can access the My Virgin Media account for the address.

  • RobinKY's avatar
    RobinKY
    Tuning in
    2 months ago

    Thanks Graham

    Seems this isnt my week!!!

    I attempted to do this but incorrectly used the  hotmail.co.uk ending instead of .com so now cant get the link

    Security and sign in details

    My sign in details

    You’ve requested to change the email address you use to sign in, to xxxx@hotmail.co.uk. Please check your inbox and spam folders for the email we sent, asking you to confirm this change. Once confirmed, you’ll be able to make further account changes.

    Can't find the email? Tap 'Resend' to send it again.

    🤕

     

  • RobinKY's avatar
    RobinKY
    Tuning in
    2 months ago

    Graham 

    Thanks for advice,but still not near getting this resolved.

    Spent whole day yesterday and this morning onto the online customer service team (another painstaking ordeal) Awaiting someone to contact me directly.

    They insist TALK TALK took over the responsibility of virgin.net domain, managed to speak with Talk Talk representative who denied this.  🤕

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

      RobinKY  Virgin Media sold their ADSL broadband service to Talk Talk some years ago but NOT the virgin.net domiain.  That is still controlled by Virgin Media.

      In view of the misinformation you have been given I will escalate this to the Forum Team priority queue.

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 months ago

      Hi RobinKY 

      Welcome back to our community forums and sorry to hear this issue is still ongoing. We can understand the frustration caused and we want to best help. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,

  • RobinKY's avatar
    RobinKY
    Tuning in
    2 months ago

    HELP!

    Am I fighting a losing battle?

    I am still trying to gain access to my virgin.net account which I have used over 30years.

    A ticket was raised last Saturday by the online team despite a 2/3 days call back assurance - no one has called.

    I really don't recall ever receiving any notification from VM. It would have been more appropriate for a letter to be sent to me.

    People hardly check their junk mail unless they are missing something - well I don't.

    With so much work-related & personal information/correspondence stored, I would have been stupid enough not to act & secure such vital data.

    All my accounts held are linked to this email account. Even some passwords are stored in my draft box. It is going to be impossible to now get access to these accounts as of course clicking forgotten password will generate an email to the locked mail account. A vicious circle.

    And yet the online customer service team claim to understand my frustration and still keep transferring me to different teams where I repeat the same account details and narrate the same issue. 

    I am totally frustrated and at the end of my tether.  I am getting no where!!!

    Has anyone managed to regain their account, even if just temporary?

     

     

     

     

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    You can forget the phone CS staff as they have no ability to access the email service.

    Send an email to yourself from another account. Does it bounce back as undeliverable? If it does the account is definitely gone. If it doesn't there is just a possibility of recovery but it will have to be done by VM very quickly.

    Whatever email you use in future it is vital to keep an offline copy of all important emails and data, rather than trust an online email account.