Forum Discussion

MarySton's avatar
MarySton
On our wavelength
3 months ago
Solved

virgin media mail account closed

We have a Virgin media account – tv, phone etc. so question one, why is my email account being closed. Is it because the account is in my husband’s name

I have tried to follow the link, and I do receive notification on my new gmail account, but when I click on it it says “verification link expired”

I am 76 and believe I can keep up with most things but this has floored me.

Question two – If my account has been closed why can family email me on my Virgin email address and not have it bounce back. It is worrying me that I might have important emails awaiting a reply that I do not know about.

 

What can I do? Please.

  • David_Bn's avatar
    David_Bn
    3 months ago

    Thanks for coming back to us MarySton 

    We would need to advise that all @virgin.net E-Mail addresses will be closed down, unless the named account holder for the @virgin.net E-Mail address is now an account holder for an active Virgin Media subscription.

    When this is the case a Move and Transfer can be arranged to save the @virgin.net E-Mail address from deletion.

    However, when a Move and Transfer of an E-Mail account is completed for an account holder, all E-Mail accounts sat on the active subscription would be wiped, leaving just the newly transferred E-Mail account(s)

    In short, if the @virgin.net is in your husbands name and the active Virgin Media subscription is in your name, the Move and Transfer would not be possible.

    If the @virgin.net E-Mail address was in your name, along with the active subscription, it would be a case of effectively choosing which E-Mail address you'd like to preserve from the reality of deletion.

    Hope that answers your overall query, but do please come back to us if anything further is required.

    Thanks

    David_Bn 

  • Steven_L's avatar
    Steven_L
    Forum Team
    3 months ago

    Hello MarySton,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your email account at the moment. Is the email address that your enquiring about a secondary account rather than the primary address on the account? The answer to question two, the address may not have been closed down yet as if the account is to be closed, you would be given 30 days notice before the account is to close down.

    Kind Regards,

    Steven_L

    • MarySton's avatar
      MarySton
      On our wavelength
      3 months ago

      This is my primary (was only) email address which I have had for decades.  As I mentioned the account is in my husband's name but he was also told his account would be closed down.  A search on Google says Virgin are getting rid of virgin.net email accounts but I couldn't find a reason

      Thank you for responding.

      Mary

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        3 months ago

        Thank you MarySton to clarify, if you log into My Virgin Media are you able to see the email address listed on the account at all? 

        If the account is in your Husbands name we are a little limited on how we can assist as we would need to speak directly to the named account holder.

  • MarySton's avatar
    MarySton
    On our wavelength
    3 months ago

    When I log in to Virgin on a page headed up "sign in" it shows my Virgin email address.  I was asked to give another email address so I have now set up a gmail account.  My husband phoned Virgin and spent a long time going back and forth.  He mentioned that me and our daughter were having problems.  I hesitate to get him to go around again.  He also gets very stressed.  Is it possible to have an account with two named holders?  I thought not.  As I said he has phoned Virgin already.  There must be a lot of spouses out there with the same problem?  He is  quite willing to do whatever if we have a route to take.

    Thank you for your response.

    Mary

    • David_Bn's avatar
      David_Bn
      Forum Team
      3 months ago

      Thanks for coming back to us MarySton 

      We would need to advise that all @virgin.net E-Mail addresses will be closed down, unless the named account holder for the @virgin.net E-Mail address is now an account holder for an active Virgin Media subscription.

      When this is the case a Move and Transfer can be arranged to save the @virgin.net E-Mail address from deletion.

      However, when a Move and Transfer of an E-Mail account is completed for an account holder, all E-Mail accounts sat on the active subscription would be wiped, leaving just the newly transferred E-Mail account(s)

      In short, if the @virgin.net is in your husbands name and the active Virgin Media subscription is in your name, the Move and Transfer would not be possible.

      If the @virgin.net E-Mail address was in your name, along with the active subscription, it would be a case of effectively choosing which E-Mail address you'd like to preserve from the reality of deletion.

      Hope that answers your overall query, but do please come back to us if anything further is required.

      Thanks

      David_Bn 

      • MarySton's avatar
        MarySton
        On our wavelength
        3 months ago

        Thank you for your reply. I have been mulling it over. I guess this is the clearest answer I have had.So, my husband is now an active account holder for a Virgin Media subscription and, after a few phone calls he does still have his virgin.net email address. I am not so lucky. I do feel like a second class citizen!

        You say “it would be a case of effectively choosing which E-Mail address you'd like to preserve from the reality of deletion” So in effect one per household then. By the end of this saga, if Virgin do, in fact, close my account I will have 30 days worth of emails sitting somewhere. I am trying not to worry about this!

        Just one last thing. Do you know why Virgin is doing this after decades? Is this just money saving?

        It’s certainly not a very good pr exercise.

        Thanks again for your answer.

        Mary

    • Robert_P's avatar
      Robert_P
      Forum Team
      3 months ago

      This is a decision made by the business in regards to email accounts, Mary.

    • goslow's avatar
      goslow
      Alessandro Volta
      3 months ago

      Closing down mailboxes will be a cost-saving measure for VM. The measures that VM has put in place so far, for email users, will mean that the number of VM mailbox users will be ever-decreasing. No doubt, at some point, VM is likely to say that running the email service is uneconomical and will close it down entirely (although VM has, so far, made no actual announcement of this intention).

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    It will be in a plan somewhere, but they are not yet ready to say when. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    I touched Send too soon. Was going to say VM have much biggere things on their mind.