Blueyonder email - urgent help needed

[davidgriff]

Hi, at my wits end, so trying this route as I urgently need to speak with someone about my blueyonder email account.

I have been a Virgin Media customer for 20+ years with a blueyonder email address, but I moved house just over a month ago and am no longer a Virgin Media customer.

I discovered (from here and other contacts) that I would lose my blueyonder email address after 90 days, but last night I started getting send/receive error messages and haven’t been able to send or receive emails since then.

Although it’s only a month since I stopped being a Virgin Media customer, I’m putting 2 and 2 together and assuming this is why I’m now having problems with my blueyonder email?

Does anyone know how I can speak with someone at Virgin Media about this? The contact number I have (0345 454 1111) only works if you’re an existing customer...

I use this email address for business purposes, so there’s a real urgency here!

Thanks

[Carley_S]

Hi @davidgriff

Welcome to the community. 

Sorry to hear that you cannot access your blueyonder email. 

If you have disconnected your broadband services with us then you'll no longer be eligible to have and use an email address and service through us. These email accounts (known as orphan accounts) are typically closed 90 days after their services have been disconnected, though can be closed sooner than this.
Some customers are able to still use them for much longer than 90 days, as if the email address is in constant use it can be sometimes missed by the system. We do go through and do a clean up any missed mailboxes and, as such, any email address no longer associated with an active account are deleted and removed.
This information is detailed within the Terms & Conditions (specifically section D, paragraph 6), which reads "If this agreement ends, your right to use that email address will also end and you will no longer be able to use the email address, so please make sure you have an alternative email address and let your contacts know of the change, as we cannot do this for you." 

And also detailed in the Acceptable Use Policy (section 6.5 under Email use), which reads "It is your responsibility to back up the contents of your Virgin Media email account. Upon suspension or termination of services the content may be removed and permanently deleted by Virgin Media without notice."
 

My apologies for any inconvenience this may have caused you. Just to confirm, was your service a business account or residential account?

[davidgriff]

Thanks Carley, I was aware that my blueyonder email account (residential) would become orphaned, but there’s a 90 day timeline which is in the public domain and to prevent me using this account after only a month is unacceptable, particularly since I’ve had this account for over 20 years and it wasn’t my decision to leave Virgin Media (came about as a result of a relationship split and resultant property sale).

Please could you let me know how I can pursue this further? My request is simply to be able to use this account for the 90 day period which has been quoted many times by Virgin Media, including on this forum.

[Paulina_Z]

Hi @davidgriff,

Thank you for coming back to me. Sorry to hear that your email access was restricted before the 90 day limit finished. 

I'll be more than happy to investigate this further for you, however, I cannot promise that we'll be able to grant you access to your email. I'll do all I can to help.

I'll send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[davidgriff]

Hi, I exchanged some private messages with Paulina_Z on this, but haven't heard anything for 2 days now - can someone else from the Forum team please pick this-up in Paulina's absence?

[Paulina_Z]

Hi David, 

I have responded to your Private Message now. 

Please keep an eye out for a purple envelope at the top right corner of your Forum page.

Thank you.