I wonder if anyone can help me? I'm at my wits end with this issue. I left VM Oct 2018 I have been trying to get them to deactivate my ntlworld email address since then. As I am no longer a customer I cannot log in to change the details and I receive several web alerts every month that this email is being used online and not by me.
3 months after I left I phoned customer service about it who told me to phone the technical team, who told me to phone customer service and so on. I've complained to VM and I've had letters and emails back from them saying they can't contact me on the phone numbers they have on file. regardless of the fact I've given them my mobile number as I'm no longer a customer.
I have no idea what to do next to get this email deactivated.
Many thanks in advance and hopefully someone can help with this.
Re: Deactivate ntlworld email after leaving virgin
04-02-202009:29 - edited 04-02-202009:29
You have come to the right place ladylara. It is a sorry state that VM front line on the telephone can't get these situations dealt with!
As you know, the mailbox should have been closed AND deleted automatically 90 days after you finished being a customer (according to VM's own Terms and Conditions). But the process fails all too often and leaves the former customer vulnerable to hacking and theft of personal and financial details (IMO, someone should definitely claim for damages from VM or complain to ICO!)
Only VM staff can raise a ticket to get the mailbox deleted manually. The friendly Forum Team will visit this thread in the next few hours (or days?) and then take your personal details by private message.
When they say it is done, you can verify it is gone by running the email address(es) through mailtester.com. Best wishes to you.
Welcome to our Community and thanks so much for your first post - as our user @MissPaskso has advised, you are indeed in the right place and we can assist you with deleting the old emails. (thanks for flagging to us @MissPasko)
As @MissPasko mentioned, the emails should have been deleted within 90 days of the account closing; on occasion if the email is being actively used, the sweep can miss these accounts and then they remain active.
All we need to do is raise and IT ticket to delete these emails - usually these are done within a few hours but we advise it can take up to 5 days.
I'll pop you a quick Private Message so we can take some information and raise the ticket for you - just look out for the purple envelope and pop me a reply when you can.