Forum Discussion

lukerobert's avatar
lukerobert
Tuning in
7 months ago

virgin.net email not accessible

My father was a user of virgin.net internet service provider many years ago and had a virgin.net email address. When virgin.net no longer provided that service, he was able to continue using his virgin.net email address without issue for many years.

Recently, he is unable to log in. Also unable to reset credentials on the current system (he does not have a Virgin Media account, just a legacy email address), he has had several conversations with customer service representatives who try, but are unable to, assist. They can find his details as part of the security check (name, address etc) but as he does not have a Virgin Media account there appears to be nothing they can do to progress the issue and help him to re-access his email. So how might he re-gain access to his virgin.net email address?

Any assistance would be much appreciated! Thank you!

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    An active broadband account with VM is needed to be able to use VM email services.

    Many people posting on here are in the same situation as your father (using a legacy account set up years ago).

    In recent times, VM has been vigorously clearing out such accounts and deleting them.

    Occasionally VM does grant emergency access to a deleted account to try to rescue data but that tends to be for customers who have only just left VM.

    A VM forum team person should reply here, usually within a few days, and may offer to try to facilitate this or may just tell you the account has been deleted.

  • Nigelritson's avatar
    Nigelritson
    Joining in
    7 months ago

    I’m in exactly the same position. Had a free virgin.net email for 24 years, and it stopped working a week ago. I’ve given a new email address to send the reset link to, but nothing comes through. Is there a phone we can call as the WhatsApp team can’t help or don’t respond. 

    • goslow's avatar
      goslow
      Alessandro Volta
      7 months ago
      Nigelritson wrote:

      I’m in exactly the same position. <snip>

      If you don't have an active VM broadband account, you won't be able to continue using the virgin.net email address.

      Best you might get is temporary access from VM to allow you to close everything down (but that is at VM's discretion).

  • Steven_L's avatar
    Steven_L
    Forum Team
    7 months ago

    Hey lukerobert,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that your father is having with his email account. 

    We can look further into this from here to see if we can provide access or even just to advise, what has happened. As goslow advised that you do need an active broadband account to be able to manage a Virgin Media mail address. We can run through some fault checks via private message for you but some actions after that can only be performed, when we're speaking to the account holder. Are you happy to run through the checks via private message?

    Kind Regards,

    Steven_L

  • lukerobert's avatar
    lukerobert
    Tuning in
    7 months ago

    Hi goslow and also Steven_L from Virgin! Apologies for the late reply but I had not realised you had kindly replied and thank you very much for the input. Sorry to hear you are having the same problem Nigelritson! 

    Steven_L - understood about certain actions only being able to be performed when speaking with the account holder, so i'm thinking would the best route of progress be to:

    (a) ask my father to join this forum and then (b) you could private message directly with him?

    Many thanks!

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      7 months ago

      If he can create his own profile and comment here lukerobert then we will do all we can to resolve this with him. 

       

      • lukerobert's avatar
        lukerobert
        Tuning in
        7 months ago

        Thank you Ashleigh_C - we are going to create his profile today and then he can join the conversation 😊

  • nhconsultants's avatar
    nhconsultants
    Joining in
    7 months ago

    Good afternoon, thanks for everyones input so far. I am Luke Robert's father & now have my own profile here.

    If somebody from Virgin could private message me to look further into the problem that would be much appreciated

    • Steven_L's avatar
      Steven_L
      Forum Team
      7 months ago

      Hey nhconsultants,

      Welcome to the community and thanks for taking the time to post. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L