Email address is flagged as additional but it is main account email

[Watt88]

Received an email to primary VM account email address saying:

“We’ve identified you as being an additional My Virgin Media account user. We’re letting you know that we’ll stop supporting your online account on 06/12/2024”

This doesn’t make sense as was sent to primary email address. There are no other email addresses on main Virgin media account.  What is going on? Don’t want to be locked out of account.
There is a secondary Virgin media account however, might this be what the email is referring to despite it being sent to the primary email address?

Can anyone here shed any light on this? As usual VM support are proving very difficult to have any meaningful contact with.

[Mickrick1]

Same here - are they deleting my main email address that I've had for donkey's years?

[jpeg1]

It's interesting that there are several posts this morning saying the same thing. 

Is this because, now that VM have insisted on a third party email for your broadband account, they are going to drop the original VM one? 

I think we should be told. 

[jpeg1]

Why do they say 'your online account' ?

This might be taken to mean no webmail access but still leaving remote access by email app. 

[Matthew_ML]

Hey Watt88, thank you for reaching out and I am so sorry to hear you are having some email issues.

Can I just check is this email address a Virgin.Net one?

Also to confirm, can I just check you have some active services with us?

[Watt88]

Hi Matt,

No, it’s not a Virgin.net email address. It’s the same third party email address that the account has had from the beginning.

Yes, definitely have active services with Virgin. Broadband, TV & (pointless) landline. Have just re-negotiated the contract.

It does not make any sense to remove this email address

[David_Bn]

Thanks for coming back to us @Watt88.

This process is simply being actioned to ensure only the account holder for the My Virgin Media services can access the account information.

You’ll still be able to check their service status and refer a friend without needing to sign into the My Virgin Media account

Thanks

David_Bn

[Watt88]

Hi David,

I am not sure you know what I mean. None of what you have said is relevant.
The email address I am referring to is the same (non Virgin) email address that has always been on the account and it belongs to the account holder. One account holder, one email address. There is no need to action anything and definitely no need to remove the email address from the account. Please tell me how this can be sorted out before it is too late?

[Tom_W1]

Hi @Watt88 thanks for your reply here.

Please let me check this for you so please allow me to send you a PM so I can investigate further for you.

Respond directly when you can!
Many thanks