Forum Discussion

planner's avatar
planner
Joining in
20 days ago

Unauthorised deletion of my virgin.net account

Since the merging of Virgin and O2 logins, I have:

a. Lost access to all my e-mails

and 

b. Cannot login in to my 'My Virgin Media' account.

In both cases I get the following error message:  "This Virgin Media e-mail address is not valid"

A family member has tried to e-mail me and they received a "Mail delivery failed : returned to sender" error message.  This means that you must have deleted my account without my permission or warning!

My Virgin.net email account was associated with a live Virgin Media account so why has it been deleted?  I find it an absolute disgrace that a huge company such as Virgin, can treat a loyal customer of over twenty years like this.  I am an elderly gentleman and I am suffering every day because of this.

Can a member of the Virgin support team please respond to my above queries and rectify my situation as a matter of urgency.  

Thank you.

5 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    19 days ago

    Hey planner, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your email issue.

    Please try and registered using a new email using Bing. 

    Let us know if you get any errors at all.

    • planner's avatar
      planner
      Joining in
      18 days ago

      Matthew_ML, unfortunately, I have no idea what you mean.  All I want to know is if Virgin have deleted my original virgin.net account (all the evidence points to this).  Can you please provide me with a simple yes/no answer.

      If the answer is 'yes', can you please let me know why this has been done (considering that I am a current, paying, Virgin Media customer).

      Thank you.

      • Noghar's avatar
        Noghar
        Dialled in
        17 days ago

        It's unlikely they will have deleted your account, but the merging of Virgin and O2 means thy have changed their systems - my email stopped working today too - and their customer 'help' interface is utterly hopeless, with no links or chat window or even a number to call to sort it out.  Basically, you need to try and log in to your email on the Web, using your regular address.  If this is not recognised, or if they send a verification email to the account you can't access (like they did to me) you need to call 150 on your Virgin phone or 0345 454 1111 and when the idiot robot answers say you have a problem with your broadband - 'email' is not even an option!

        Ideally you will need to set up a backup email account, like gmail or hotmail,  that you can use to verify yourself before you can regain access to the system. You will find you are asked to set a new password, among other new security precautions.  

        Good luck. Virgin could not have made this process less user-friendly if they'd tried.