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smf4122's avatar
smf4122
Up to speed
7 months ago

The sign in email address has been changed.

I received the email from virgin that said my virgin.net address wd be deleted. I called Virgin to say please don't, I have had that address for thirty years and use it every day and I absolutely am still a customer. So they eventually said it was because that address was associated with my account but they will now ensure it is associated with the correct account. Then I tried to get into my account again, it starts telling me I must use the address I use to sign in to VM. Yes I am using the ntlworld address that's been the sign in address for those thirty years! But no, it turns out the address has been changed to my gmail address which was only ever on there as a verification address. I did not make this change. Then after an hour, a person on the phone says she can't change anything, I can do it myself but when I try it now says I can't use a ntlworld address to sign in...what, like I have done as long as we've had a VM account! WTH is going on? 

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  • smf4122's avatar
    smf4122
    Up to speed
    7 months ago

    But I am a virgin customer, nothing has changed on that score for thirty years. This email address is probably the one I use most!!!!!! It is absolutely NOT a dead or unused account so why wd they suddenly decide I am no longer a customer. This is their error and I will be utterly livid if that email is suddenly lost to me. What are we expected to do about it and why can't we talk to someone? 

     

    • smf4122's avatar
      smf4122
      Up to speed
      7 months ago

      this is my worry, this address has been associated with the same virginmedia account as the other two emails my husband and I use every day so there's no reason I wd get this email...other than when it was transferred to talktalk they didn't transfer both names and all email accounts. 

      • ravenstar68's avatar
        ravenstar68
        Very Insightful Person
        7 months ago
        smf4122 wrote:

        this is my worry, this address has been associated with the same virginmedia account as the other two emails my husband and I use every day so there's no reason I wd get this email...other than when it was transferred to talktalk they didn't transfer both names and all email accounts. 

        Can you explain what's meant about the transfer to TalkTalk?

    • smf4122's avatar
      smf4122
      Up to speed
      7 months ago

      Excuse me but why shd I have to???? This is my most used address, I do not want it to be removed and I was promised many years ago that we wd have this email FOREVER. 

    • smf4122's avatar
      smf4122
      Up to speed
      7 months ago

      This is my problem with it, I AM STILL A CUSTOMER. Why are they writing to me saying I am no longer a customer. 

      • carl_pearce's avatar
        carl_pearce
        Superstar
        7 months ago

        Why are you replying to feedback on a thread that isn't even yours, and in different circumstances (OP is no longer a VM customer)?

        You need to create your own thread or contact VM if you are a current customer and have been notified of your email account being closed.

    • smf4122's avatar
      smf4122
      Up to speed
      7 months ago

      I'm sorry but I can't see how it's either legal or reasonable for them to just change the sign in email address without telling me. The address(es) I've always used have always been non VM accounts or they could actually be considered VM addresses because VM took over NTL and therefore inherited their addresses. One of those addresses btw is the virgin.net they tell me they want to delete. Am I the only person who thinks this is a disgraceful way for any media company to behave? How dare they just screw around with things so vital to modern life. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    I'm not sure they have broken any laws. VM have simply decided that they want to be able to communicate with customers without using VM email addresses.

    A cynical person might suggest it's because they don't expect VM email addresses to be in use much longer. That wouldn't be the case, would it? 

    • smf4122's avatar
      smf4122
      Up to speed
      7 months ago

      sorry but VM don't want us to use VM addresses...am I the only person who thinks that is just beyond bizarre? My point was much much more about the fact that they changed it, I did not. Now my sky sports app doesn't work either so how long before the actual email address can't be accessed? This is just ridiculous. And you don't consider it lawbreaking for them to change access requirements with no warning so it's almost impossible to access what you're paying for? If it isn't illegal it's certainly immoral. 

       

      • goslow's avatar
        goslow
        Alessandro Volta
        7 months ago

        If VM's intention is to eventually close down its email provision altogether (as has been widely speculated on here for a long time) then it makes perfect sense for VM to require that all of its existing VM email users has a third party email address already up and running alongside the VM mailbox.

  • smf4122's avatar
    smf4122
    Up to speed
    6 months ago

    This is exactly what’s happened to me, I was assured I wd be able to continue to use my 3 virgin and ntl addresses just not thru VM and that they had in fact associated the virgin net account with the correct account (where it always has been). I agree totally that everyone I’ve spoken to has contradicted either themselves or the other ppl. 

    to the VM reps who read these things, yes I have posted in lots of places bc there are sooo many ppl asking the same thing and nobody seems to be getting any solutions. If so many customers are complaining maybe VM need to consider what they are doing is incorrect! 

  • smf4122's avatar
    smf4122
    Up to speed
    6 months ago

    Started my own topic and just get the same answers from the same ppl saying I have nothing to be concerned about or that it’s ok for them to be deleting all the email addresses I’ve used for 30 years! 

  • smf4122's avatar
    smf4122
    Up to speed
    6 months ago

    Yes to all of that. Last night we talked to someone who explained that the virgin.net email was connected to an old account and insisted several times that I had to pass security on this thirty yr old account. He said it was an old dialup account and I said I’ve never had a dialup account, we had NTL cable which was then taken over by virgin and I did pay then to keep the NTL and virgin addresses and they’ve been absolutely fine ever since. I hope they listen to you and sort this mess out. 

  • smf4122's avatar
    smf4122
    Up to speed
    6 months ago

    Whilst I appreciate their need to remove UNUSED addresses but I’ve always accessed my emails thru the website and it’s clear it’s not a dead address. Surely if it’s still used every day it shd not be removed. And I still want clarity, are they going to completely close the servers or are we just not able to access the addresses thru the website? I also use an iPad app, will I still be able to use those addresses thru that? 

    • Paul_DN's avatar
      Paul_DN
      Icon for Forum Team rankForum Team
      6 months ago

      Hi smf4122,

      Thank you for reaching back out, we understand the importance of your email especially as you have used this for 30 years, we really want to help, in order to do this we will need to clear security on the account where the email was associated to, in order to do this I will send you an invite into a private chat, please click on the white envelope to accept.

      Regards

      Paul.