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Mark102's avatar
Mark102
On our wavelength
2 months ago

Virgin.net email disconnected

Well thank you Virgin…your quality of service goes beyond yet again but sadly not in a positive way. 

last weekend I lost access to my email account I have relied on for over 20years. Without notice it seems Virgin carried out “planned work” with the level of utter incompetence known only to them and have disconnected myself and it seems many other thousands of other customers. 

I have gone through the tortuous process of ringing three times to seek help and been assured it is in hand and an update on how it will be resolved and when my service will be resumed will be given “soon”.  Every part of me doubts that is actually the case and is simply a delaying tactic. 

similar to others you can only imagine the stress and inconvenience this is causing.  So if there is anyone from Virgin on this forum competent enough to give any kind of sensible update on what is going on, it would be most appreciated!

1 Reply

  • Mark102's avatar
    Mark102
    On our wavelength
    2 months ago

    Thanks for the info and I suspected as much. The thing I find most shocking is the lack of honesty in what I’ve been told so far and that I am a current customer and that email was the one attached to the account. I can start to understand the situation if I was no longer a customer. 
    I also find it staggering that no notice is given to allow me to prepare for this and move accounts. So many online accounts need to verify a requested change of email by sending a confirmation to the existing account, which is now clearly impossible. 

    I completely agree with your point about brand reputation, the service is shocking and I was going to leave a couple of months ago but was convinced to stay, partly to protect my email account, how wrong I was.

    Anyway it would still be nice to get a reply from someone representing Virgin on here to confirm what the situation actually is, but I guess that is too much to ask. I also wonder if they’ll be any form of compensation for the loss, which is considerable!