I have exactly the same thing. I received the email today saying that my email account would be closed ion 30 days as I no longer have any VM services. This is entirely wrong I have active broadband and landline services from VM and have had for many years. I am planning to phone them and see if i can get to the bottom of this.
All the answers here seem to relate to people with old accounts who are not sure if those accounts are still valid. That is not the case with me. I have a fully active Virgin broadband account and have received one of these emails saying that as I no longer have any Virgin media services, my email will be cancelled in 30 days. There is something wrong here.
Robolovsky If the old virgin.net email account and your current VM broadband account are in the same customer name then you may be able to get it moved to your current account. Otherwise it will be closed. The VM Forum Team staff should respond here in due course.
Hi Robolovsky,
Thank you for your post. We're sorry for any frustration regarding your email address and it possibly being closed.
I will private message you now to confirm your details so we can look into this.
^Martin
Here is what has happened so far with this issue.
I was PMd and offered help with this. After passing the security checks, I was informed that the email address in question is indeed from an old account. It ends in @virgin.net as opposed to my current, active account where the address ends in virginmedia.com. It is the @virgin.net address that they want to close down.
I had some great help from two or three different customer service people and was informed that the @virgin.net account could be transferred to my currently active account but that this would mean that it would replace my VirginMedia.com address and that would cease to exist. This is not a problem for me as I hardly ever use the VirginMedia.com address. So, I gave them the go ahead and was asked two security questions in order that they would be able to access the old account. The questions were ******** and **********. I have put the second question in quotes as this is exactly as they printed the question.
I duly provided ******** and my ******** but received a reply that I had not passed the security check. Knowing my details to be correct, I could only guess that they wanted my ******** from way back, before I actually had VM. I duly sent them this older number but was told that it was impossible to run the security check again and that the @virgin.net account would now have to be deleted. I have appealed this strenuously, but everything is falling on deaf ears. What can I do now? Any ideas?
Hi Robolovsky Thanks for reaching out to us on here. 👋🏼
I'm sorry to hear about the poor experience you've had recently.
I can see you are in a private chat with a member of our team.
Please reach out to them for further guidance and they will assist.
Kind regards,
Ilyas.
Hi Ilyas. You are correct that I have been in a pm with a member of the team, however time is running out and today I have heard that they are not prepared to take this further and save my email account despite my being a long standing customer of VM these many years. And all because I thought that the phone number they wanted from me for security purposes was my current Virgin number and not one from more than 20 years ago. I subsequently did provide the correct number but they are flatly refusing to run the security check again.
This has led me to question what I am doing using VM in the first place if this is how they treat their long standing customers. As an IT consultant I have always recommended VM to my clients but, if I end up losing my email address, that will not be the case in the future. I am very disappointed in the way this has been handled and find it hard to believe that there is nothing that could be done to save the account.
That is awful, but not surprising in view of the usual Virginmedia attitude to customer care.
I would strongly suggest that you get an online backup of all your email contacts and data while you still can, and be ready to send out a change of email address to them all if the worst happens.
OK it's a long shot but if I am going to lose the mail account, might it be possible for a forwarder to be set up, at least in the initial instance so that I won't miss any important emails while I am trying to inform everybody of the change? Any thoughts on that?
Robolovsky If you currently have access to the virgin.net email address concerned via Virgin Media mail webmail at https://mail.virginmedia.com/ you should be able to set up forwarding. However this will only work up to the point that the orphaned email address is deleted.
Hi Graham. Yes that would be possible but wouldn't really help me as indeed the forwarder would stop working once they close it down. I do have another VM address on my active account and was wondering if they would be able to forward from the old address for a few months so that I don't miss anything important while I am changing over.
Robolovsky I understand that VM need to be precise with security details and so can see why they didn't accept the initial phone number. On reflection I'm sure that you can see that they were asking for the phone number attached to the old dial up account rather than your current broadband account. I'm surprised that this mistake has led to a blank wall so will escalate this post for a review by the VM Forum Team
Hi Graham. Yes you are right, in hindsight I can see that. Actually it dawned on me not long after I had sent the details to them. I just don't understand why they can't run it one more time. I have had times talking on the phone to customer services and have inadvertently given them the wrong piece of security information. They have always been most understanding and let me have another go. Why not this time? Thanks for escalating this by the way.
