Cant logg into my virgin email

[FamilyCentre]

Have a Virgin.net email and have been signed out of it (not by myself),  have tried logging back in, wont let me,  have tried doing forgotten password, which wont allow me to change it.  I called and live chatted with virgin who told me my email now sits with Talk Talk.  Talk Talk don't have a clue what i am talking about or have any record of my email account.   Don't know how i am meant to get back into my emails, its been over a week now 

[coenoby]

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@FamilyCentre wrote:

Have a Virgin.net email..........  I called and live chatted with virgin who told me my email now sits with Talk Talk.  Talk Talk don't have a clue what i am talking about or have any record of my email account.

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I am not a VM member if staff but yours is a familiar story.

The fact is that Virgin.net sold off their old non fibre broadband service to Talk Talk years ago but VM retained ownership of the Virgin.net email accounts. So Virgin.net email accounts are nothing to do with Talk Talk!

VM customer support do have a tendency to fob customers with Virgin.net addresses off with that bit of nonsense presumably so they can end the conversation as quickly as possible with minimum effort on their part,

The big question is, do you still have a VM broadband account? If so then the VM Forum Team (VM staff members) here can help you.

If you don't, then I'm afraid there is not a lot they can do because VM only support the email accounts of current broadband customers.

It would be great if you could post back and confirm one way or the other about your broadband account.

Coenoby

[FamilyCentre]

Hi,  Thank you for your response,  unfortunately we don't have the broadband with Virgin,  we had a switch provides many years back due to cost ( this email is for a small charity support vulnerable people).  If I can have the email address back I understand but i do need access to it so that i can get all my contacts and let them know of a new email address.

[coenoby]

@FamilyCentre 

Thanks for coming back with that update.

As I said, VM staff can only support VM email accounts of current VM broadband customers. However, one of the Forum Team (VM staff members) will be responding to you on this thread hopefully today. They will advise you of the situation about being able to regain access to the account.

Sadly, based on previous experience I think that will not be possible so it would be wise to start planning for how you will cope in that situation. The first step should be to set up a new email account for the charity from a dedicated email provider.

The main lesson to learn from this current situation is that you also need to make sure that you put back up procedures in place for that new email account. Then if something ever happens with that account you will still recover the emails and contacts from the back up copies and not be left in this difficult situation again.

I would just point out that VM stopped issuing email accounts over 18 months ago, Currently VM do support the VM email accounts of existing broadband customers but the whole future of the VM email service is uncertain.

Coenoby

[FamilyCentre]

Thank you for getting back to me,  We are gutted as we have had this email address for over 20 years.  We are in the process of having new company emails set up with a better provider.   Your quick responses have been really helpful.