Forum Discussion

Stevemids's avatar
Stevemids
Settling in
2 days ago

Our main email address locked

For some reason our main virginmedia email address has been locked for over three days now. This email address is vital for so many things including healthcare. The other virginmedia address we use is still working ok.  I spoke to an agent on Monday who confirmed the email address was locked but couldn’t help so he referred it to the IT team. I have a support ticket number. I’ve used our only working email address to register here. We must have the locked email address back please, it’s been established for years and linked to so many things.

 

9 Replies

  • markbivvy's avatar
    markbivvy
    On our wavelength
    22 hours ago

    Same as so many on here with no help at all from vm.

    Had the same trouble for over 2 weeks now and despite a 2week old ticket nothing at all has been done.

    looks like thats why thousands are leaving vm for better internet providers.

  • Charming's avatar
    Charming
    Tuning in
    21 hours ago

    Yeah, join the club! No access since Monday 14th July and yet, it's an issue so trivial to resolve within minutes! Not just that, it's a clear breach of contract on their side, check out the Terms & Conditions on your contract and should warrant an escalation to higher regulatory bodies overseeing this sector.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      19 hours ago

      You may well find that email is not included in your contract, because VM regard email as a free add-on for older broadband customers only.

       They stopped issuing email addresses altogether over three years ago, and there have been constant problems with it for a long time. VM haven't promised that they will keep it going indefinitely. 

      You need to look into moving your contacts to a different email provider. You'll need to do so anyway if you do leave VM broadband, because they stop email 90 days after you leave. 

      • Stevemids's avatar
        Stevemids
        Settling in
        18 hours ago

        That may be true for newer customers but we have had Virgin Media email for over 15 years. It is part of our contract with them.

  • Stevemids's avatar
    Stevemids
    Settling in
    12 hours ago

    Contractual or not any supplier of any service should inform users if support is going to end and when it will end.  Microsoft do it with previous versions of Windows. Phone manufacturers and App developers do it with older handsets.

    My issue and that of many others is that support for email problems is now non-existent, but there has been no communication about this from Virgin Media.   They may have quietly removed email from renewal contracts and are probably just hoping that customers will give up and make alternative arrangements for email. 

    What will happen though is that long-standing dissatisfied customers (this one included) will leave Virgin Media completely.