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Ayjaybe1's avatar
Ayjaybe1
Joining in
7 months ago

Virgin.net email issues

I have an old virgin.net email account I have used for 20+ years.  I was using it fine until last Friday when I got the message it was locked and to unlock it I needed to change password.  The password reset will not work, I just get 'oops something went wrong try again later'.  I have had 2 attempts at going through the online chat help, first time they said the virgin.net domain is obsolete and can't help, 2nd time I was told to ring 0345 454 1111 and they would help but as I only have a Virgin/O2 mobile account I can't get through.  Searching on here it now appears that virgin.net email accounts are being deleted by VM.  I have received no notification of this from VM that I am aware of which is pretty poor.

I have important emails I now can't access and as far as I can tell the account is still active as sent emails are not bouncing back.  Can someone from the forum team help to get access back to this email account even if only on a temporary basis so that I can at least copy crtitical emails & contacts?

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  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    VM has sent 30 day notifications to some customers about closure of .net email addresses. Some others have had no notification, it seems, and mailboxes are still being deleted without notice or sometimes earlier than the 30 day notice period based on reading many topics on here.

    Recent VM responses on here seem to be a flat 'no' to regaining temporary access to rescue data.

    You could try this approach

    https://community.virginmedia.com/t5/Email/virgin-net-email-swindle-Tell-BBC-Rip-Off-Britain/m-p/5586294#M281331

    which allowed that user to regain temporary access.

    No guarantees it will work for you too though due to the randomness of outcomes when dealing with VM but it might be worth a try. In any event, it is probably worth logging your issue with ICO as VM still seems to be dealing with these mailbox closures in an inconsistent way which is very unfair for some users.

  • Ayjaybe1's avatar
    Ayjaybe1
    Joining in
    7 months ago

    WARNING - I was contacted by a VM Help representative via the messaging to this post who then spent the best part of an hour pretending to resolve the issue.  It turned out to be a scammer and nothing to do with VM, now dealing with that as well as a locked email account.  

    • goslow's avatar
      goslow
      Alessandro Volta
      7 months ago

      You are the second person I have seen on here recently who has mentioned being approached by a scammer via PM after posting on here. Hopefully the moderators will look into that and block the forum account.

      The (real) VM forum team, who are VM employees, can be identified as below

      https://community.virginmedia.com/t5/help/faqpage/title/Staff

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

      Hi Ayjaybe1 

      We're sorry to hear this.

      Was any personal/sensitive info provided?

      If you report the profile to us, we will arrange for it to be blocked.

      • Ayjaybe1's avatar
        Ayjaybe1
        Joining in
        6 months ago

        Hi Ayisha_B,

        In short yes.  Is there a secure way to communicate with you?