Forum Discussion

Krimson42's avatar
Krimson42
Joining in
6 months ago
Solved

Yet another cancellation victim, despite assurances 9 days ago that email account is safe.

I have an active broadband account with an @ntlwold.com email addresses that I don’t use.

Like many on this forum I have an older dial up account with a @virgin.net address, and my wife has an email address and these are both very active accounts.

My broadband bills are sent to this older @virgin.net address

My wife received a 30 day notice to close her email on the 8th of October.

I have had a long exchange with customer support over WhatsApp and was told that my wife’s address was a lost cause, but mine was fine. Extract below.

  • [15:58, 12/10/2024] VM WhatsApp:
    Thanks for asking this. To give you a clarification in your account here on our system. We can only get a 1 registered email address, 1 mobile
  • [16:01, 12/10/2024] Me:
    So you are saying that you are no longer supporting multiple mailboxes on your email service? And can you confirm that ‘me’@virgin.net is safe as a mailbox?
  • [16:05, 12/10/2024] VM WhatsApp:
    Thanks for asking this. Yes, the email that is linked here on your account is ‘me’@virgin.net. You don't have to worry about that because it is safe and completely linked on our system.
  • [16:06, 12/10/2024] VM WhatsApp:
    I hope I managed to give you a proper answer to your question

I was shocked to receive a 30 day notice to close today ( 21st October).

Please Help!

  • Daniel_Et's avatar
    Daniel_Et
    6 months ago

    Hi Krimson42 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry for the shock this has caused you 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

7 Replies

Sort By
  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Krimson42 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry for the shock this has caused you 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

  • smf4122's avatar
    smf4122
    Up to speed
    6 months ago

    I was assured yesterday that my addresses were safe we just can’t use them with the VM website anymore. The person who called me back did keep saying VM will not support these addresses anymore but seemed quite certain I will continue to have access to them just not thru the website or VM mail app. With the exception of one gmail acct all my addresses are either ntl or virgin.net so this is very concerning. This gentleman was also adamant they had sent me an email warning me of this change. I think they believe that the email telling you your address will be deleted actually means you will be disconnected from VM but the addresses will not be deleted. I’m not convinced that my emails are safe at all. I think the whole thing’s a nightmare and what the hell do they think they’re doing but hey I’m just a customer, what do I matter…

    • goslow's avatar
      goslow
      Alessandro Volta
      6 months ago
      smf4122 wrote:

      I was assured yesterday that my addresses were safe <snip>

      Do you currently pay VM for a VM broadband connection?