Forum Discussion

mrmjsmith's avatar
mrmjsmith
Joining in
3 months ago

Re: Email received - Action needed: We’re closing your email account

I’ve got the same issue. I'm a VM broadband account holder and have been informed by email that my @virgin.net email account will be closed. The email states that as I no longer have Virgin Media services the contents of your account will be removed and permanently deleted. I’ve used this email for years and it would be a massive issue to lose access. I don't understand as I am a VM customer and have been for about 20 years. I really need help. When I asked VM the response was ‘try signing in or registering for your My Virgin Media account. You can manage your bills and view any adjustments online by registering or signing in to your account…... We hope your concern has been addressed and that we have taken care of your issue.’ This is no help.

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

    mrmjsmith  The moderators will probably separate this off to a new thread.  The advice you have received from the VM support person is correct.  When you sign into your primary My Virgin Media broadband account at Login to My Virgin Media | Virgin Media does the the virgin.net email address concerned appear under the list of other My Virgin Media accounts linked to the broadband account?

  • David_Bn's avatar
    David_Bn
    Forum Team
    3 months ago

    Hi mrmjsmith, thanks for your post on our Community Forums and a very warm welcome to you!

    Sorry to hear of the issues caused with the @virgin.net E-Mail due to be deleted.

    This sounds very much like this was created before you signed up for our services to be installed.

    In this instance, we will need to locate both your account that houses the @virgin.net account and the active subscription and then pass security on both of these accounts.

    Once this has been done, we will then seek to perform a Move and Transfer to have the @virgin.net E-Mail address placed on the active subscription to rescue it from deletion.

    We would also need to advise customers that when a Move and Transfer has been completed, any E-Mail addresses that have been created under the active subscription would be wiped and cannot be retrieved.

    This isn't a process we can negotiate or worked around, and is something I'd advise you consider before we complete this process.

    Check out the envelope in the top right hand corner, and I'll have a look into this with you.

    Thanks,
    David_Bn