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Closing down my virgin.net emails despite having active broadband! Please help!

yes
Joining in

Hi all,

Similar to Peter / others, I have received the email containing: ‘As you no longer have Virgin Media services, your Virgin Media email address will become inactive. We’ll close your Virgin Media email account in 30 days, which means you won’t be able to access your inbox after that and contents of your account will be removed and permanently deleted.’

I got this email after I renewed my virgin media bundle (which has broadband, TV and telephone) and have had 2 active virgin.net emails with them for over 20 years now. I have not closed any account and have an active broadband package with them.

Please could somebody help or point me to the right department to speak to? Thanks

9 REPLIES 9

coenoby
Very Insightful Person
Very Insightful Person

@yes wrote:

Please could somebody help or point me to the right department to speak to? Thanks


One of the Forum Team (VM staff who support this forum) will be contacting you, probably tomorrow. They will take the necessary details from you by private message and they will then be able to advise on the options.

However, I can offer some advice.

1) Provided that the broadband account that was used to set up those virgin.net emails was in the same name as your current VM broadband account they will be able to get them linked to your current account.

However there is a possible downside to that.  If VM are able to move the virgin.net accounts over it is highly likely that it means that you will lose any more recent email accounts that you have set up since you opened the current BB account. Edited to add: Since posting this  it seems I may have been a bit pessimistic there and it should be possible to keep any existing email accounts that  have been opened on the current VM BB account. However, the Forum Team will need confirm the situation.

2) If the old virgin.net accounts were created from a VM BB account with a different name to your current one then they will definitely not be able to move them across.

3) If the virgin.net email accounts were created from a CD as part of Virgin.net's old (pre broadband) dial up internet service then it is also unlikely they will be able to move them over to your current BB account. The problem is that In order keep those dial up email accounts open you had to dial up using the dedicated virgin.net phone number at least every 180 days. That number was closed in 2013 so those accounts should have been deleted 180 days after that

You will need to wait for one of the Team to contact you to get the official answer from them but the above information is what I understand the situation to be.

Coenoby

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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Paul_DN
Forum Team
Forum Team

Hi There yes,

Thank you for reaching out to us in our community and welcome back, we understand you have 2 old emails which are being removed however you do have an active account, if the active account and account where the emails were registered are in your name we can then look at bringing them over for you, so we can check this I have sent you an invite into a private chat, please look out for the white envelope to accept.

Regards

Paul.

I am also having this issues. My emails will be deleted in 30 days. Spoke to someone on the WhatsApp chat and got a telephone call saying all sorted. Now another email saying closing in 15 days - I need this sorted urgently. Person on WhatsApp is constantly contradicting themselves saying the IT team will move it over but it also it will be deleted anyway and there’s nothing anyone at VM can do about that?! To wait 3-5 days for a response. I need this resolving now - I’ve had the same active account since the 90s. 

The key question which determines your options is whether you are currently a customer with VM for broadband. If you are, there may be options to associate your mailbox with your VM broadband account. If not, VM seems determined to clear out legacy mailboxes which are orphaned.

Yes I have the same package I’ve always had since 90s; broadband, tv, landline.
They originally said no problem it’s sorted, now got another email and the member of staff on WhatsApp is saying… 

I have informed you with what information we have got, and I'm letting you know, so that your prepared with an alternative email address to have your data backed up. I assumed that you might have a virgin media domain email address; however, there are no emails on your account with virgin media domain; both the emails are of virgin.net, which are legacy domains and will no longer be active with us.

So despite the email saying I have no active account my email addresses clearly are linked to my one and only account?!?

If you have a VM broadband account, your options are summarised below

https://community.virginmedia.com/t5/Email/Concerned-Virgin-Net-eMail-Users/m-p/5575739#M279991

but you need to discuss the exact details with a VM forum person who can go through it with you for your individual circumstances.

I would suggest you start your own topic, and explain you are a VM broadband customer wanting to keep .net mailboxes, which should hopefully ensure you query isn't missed by the VM forum team

Thanks I’ve started a topic. Just going round in circles with the WhatsApp team. Hopefully the forum team can help!

Hi @Overs_2024 

Welcome to the community forums. 

So sorry to hear of your concerns about your emails being deleted. 

If your emails are transferred as you advise that IT have informed you, then you can ignore the letter you received advising that there are 15 days left before they're deleted. 

I've feed this back and the team are  looking into this further on our side and once we've an update we'll be sure to let you know

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi Carley, 

Seven days later and I haven’t had a response from IT or a reply to my complaint made Thursday which should have been responded to in 72 hours. Can you action an urgent response - we are now 7 days away from the deletion of my emails. 

Thanks