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Bobbins59
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Message 1 of 12
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Email Account Disappeared

on sunday sept 11th at abouty 6pm UK time my virginmedia email address stopped working stating my credentials had changed

I certainly never changed anything

so i dutifully called 150 and spoke to some one who after an hour couldnt sort the problem and "raised a ticket with IT" saying it would be 3-4 days to resolve

I again called 150 today Saturday 7 Sept and spoke to some one who told me there has never been any email account in the name i gave them which is absolute rubbish as i ve had the account since november 2016 when I moved to my present address. I have had no satisfactory response from anyone within virgin media I spoke with a lady called Vicky  and told her I wanted it escalated to the CEO`s office, her response was theres no point doing that and the only way to raise a complaint is to go back to the faults team. This level of lack of customer service is shameful when I complained that i wasnt getting the service I was paying for the response was that they dont charge for email. ????

Its part of the service offering so yes we do get charged

im now in a position were I have no access to 3 years worth of emails and virgin dont seem to give a stuff

Extremely frustrating

also worth noting that the email they calim doesnt exisit is the mail thats registered with this community

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Very Insightful Person
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Message 2 of 12
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Re: Email Account Disappeared

i'm assuming you are still a VM customer? Did you create the account under your current contract or at your old house?

Its also in the T&S that the customer should backup any important emails so you would be responsible for backups of the emails.

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

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Bobbins59
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Message 3 of 12
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Re: Email Account Disappeared

Hi

Yes im still a VM Customer

and the account is under the current address

fully understand about backups

its the new stuff that im not getting

 

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Message 4 of 12
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Re: Email Account Disappeared

if its no longer on the system will it let you recreate the address?

 

failing that wait a few days for the VM staff to reply and see if they can get it recreated 

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

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Bobbins59
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Message 5 of 12
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Re: Email Account Disappeared

I will try shortly and let you know the outcome

thanks for the idea
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MissPasko
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Message 6 of 12
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Re: Email Account Disappeared

Did you follow up with Jen_A back in November 2018? https://community.virginmedia.com/t5/Email/Re-Reset-Blueyonder-Alias-password/m-p/3879105

She knew everything about sorting these problems, so I'm surprised that you are still in a pickle (maybe a worse pickle) today.  You'd best wait for a current member of the Forum Team to reach this thread.  They are knowledgeable enough to look at your accounts old and new and advise if the email provisioning team can fix things for you.

Don't post your personal details here in the forum, they will get those by private message.  Good luck!


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Forum Team
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Message 7 of 12
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Re: Email Account Disappeared

Hi Bobbins59,

 

Thank you for reaching out to us in out community, I am sorry to hear you are having issues with your email address, I would like to invite you into a private chat so I can look in to this for you.

 

I will send you an invite, please click on the purple envelope to accept.

 

Kind regards

 

Paul.

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Bobbins59
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Message 8 of 12
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Re: Email Account Disappeared

Hi Miss Pasko

this is whole new pickle unfortunatly

but that particular problem was resolved

thanks

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Bobbins59
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Message 9 of 12
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Re: Email Account Disappeared

Hi  Paul

PM replied to

In the interim Ive had a call from the IT team who may have resolved the issue

should know in the next 48 hours

many thanks

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Forum Team
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Message 10 of 12
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Re: Email Account Disappeared

Hi Bobbins59,

 

Thank you for coming back to us.

 

Have the I T team come back to you yet with a resolution?

 

Kind regards

 

Paul.

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