Archiving secondary? Virgin.net account

[Nell51]

As background my husband and I, and subsequently our children, all have virgin.net or virginmedia email addresses which are being terminated imminently.

I have managed to import my emails to my new gmail account and also archive to MailStore Home. 

I just can’t get my husband’s account to do the same. His password is correct and we can log into the webmail and view his emails but when we try to import to gmail or archive to MailStore Home it continually says “authentication failed. Check user name and password. The server returned: authentication failed (NO)”. 

I’ve spent hours and hours googling to try to resolve this and can’t understand how my account has worked fine and my husband’s hasn’t. I can vaguely recall back in the late 90s that one of us was the main account holder and possibly the other accounts for the rest of the family possibly piggy backed?  Would this affect this?

In reading in the forum it said about changing the email to a different one and I’ve updated the virginmedia main account to his gmail account. He received the verification code, verified it but it now won’t let him sign into the main account with his gmail account and now says the account isn’t recognised. He can still log into his webmail though. 

I’d appreciate any advice or help please.

[Nell51]

Hello please can you advise how to get a ticket raised.   My wife posted about the issue I am having and I had a message from John in the team but he has just said my account will be deleted.  https://community.virginmedia.com/t5/Email/Archiving-secondary-Virgin-net-account/m-p/5587267#M28141... 

[Nell51]

Hi @John_GS

Thanks for your PMs but you have advised you will arrange for the account to be deleted rather than assisting with resetting the passwords as the authentication of my gmail account failed.   From reading through the forum I see that this is a very common problem.

I would really appreciate getting the virginmedia verification reset so I can archive my virgin.net email to my new gmail account.  Thank you.

[Nell51]

Hi Graham thanks for your reply.  John from the forum did contact me but instead of trying to resolve this for me he arranged for the account to be deleted and I can no longer log into my webmail with the VM email address and password.  

[Nell51]

Thanks John for offering your 'help'.  I believe you have deleted my account rather than assisting with resetting the the password details on the main virginmedia account as the verification failed.  I believe after reading through the forum this is a known issue.  I appreciate that the old virgin.net accounts were to close and I we were no longer customers of virginmedia but it would be of been helpful to have had the opportunity to retrieve precious emails spanning over 20 years before you asked for the account to be deleted.  

[Sabrina_B]

Hi @Nell51 👋.

Apologies for the confusion in this matter, we are sorry but the email address has been permanently deleted and have checked with our IT department and there is no scope to bring it back in order for you to regain your emails. 

We are terribly sorry.

Sabrina