Forum Discussion

MarkyUE's avatar
MarkyUE
Settling in
2 days ago

RE: virgin.net email account access

Hi Virgin,

I lost access to my primary email account (virgin.net) of over 20 years on Monday. This account is connected across my entire life, and has primary access to many extremely important accounts. The stress, anxiety and disruption this has already caused is significant. I urgently require access into this account, even for a couple of days, to migrate details asap. Without going into details, this is causing significant personal issues for me at a very difficult time. As this email address was also used as the primary username for an old O2 account I can't get into that either.

I have spent hours on hold and working through the very challenging Virgin Media help line to discuss this with support twice over the past couple of days. On both occasions they have stated I am being affected by a temporary outage (without further information) and that my email will be back online in due course. The silence and lack of clear information on this is unacceptable, as it's not clear if I will automatically get access when some problem is resolved or if I need someone to step in to regain temporary access to my old account so I can migrate away cleanly.

For my own sanity and mental health, please can someone from the Virgin support team/forum moderators please please help!?

Thanks in advance,

Mark

3 Replies

  • MarkyUE's avatar
    MarkyUE
    Settling in
    13 hours ago

    Hello support,

    I still can't access either my o2.co.uk account (used the same virgin.net email address) or my virgin.net account. As mentioned previously it is absolutely essential that I regain access to this account for at least 48 hours so I can handle specific information and accounts. Please can you explore every possible option so I can achieve this? If my account is experiencing temporary issues and will come back then please detail and provide an update/ETA. If my account has been "deleted" then I expect your IT/Infrastructure team have the ability to restore from back-up processes for at least the next 30 days ish. As this is my data I would in such a case request you re-enable or provide access to the email account.

    Thanks in advance,

    Mark

  • goslow's avatar
    goslow
    Alessandro Volta
    13 hours ago

    It can take several days for a VM person to reply to a topic (perhaps even longer now given the volume of email queries on here at present).

    If VM answers your request in the usual way, it will be a flat 'no' to regaining access (although VM does have a long record of being staggeringly inconsistent on many things).

    I posted a reply here

    Issues accessing my virgin.net emails | Virgin Media Community - 5652469

    with some past observations and suggestions from similar previous topics.

    You should raise your objections as loudly and in as many different places as possible.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    13 hours ago

    VM do not keep backups of emails. They have always made it clear in their help notes that users should keep their own backups in case of online data loss. 

    From previous cases reported on here, it seems the deletion of accounts happens in certain stages. It's possible that staff on here might be able to arrange something, but be prepared for disappointment.