Email deactivated

[ajhatcher64]

Hi

my partners virgin media.com email has been deactivated without any warning. I have spoken to many virgin media staff and had responses that it will be back on in an hour, I’ve raised a ticket and it will be resolved in upto 5 days. Then today when I rang for an update. It’s been turned off and that’s it ! Weren’t informed sorry about that, but it’s still turned off !!

how can this be right ? 

Andy

[dannylau]

As per the terms and conditions you must have a virgin broadband service to keep your email address, virgin are deleting all orphan accounts 

[albob]

Have read of the last post by JWalters in this thread -- which is interesting, as it seems the poster was able to get their account 'resurrected' on a temporary basis...

https://community.virginmedia.com/t5/Email/Virgin-Net-address-has-disappeared-after-20-years/td-p/48...

[Jodi_S · Accepted solution]

Hi ajhatcher64,

Welcome to our community and thanks for posting. Sorry to hear that you're email address has been address has been deactivated. As our valued member @dannylau has already asked, do you have an active broadband account with us currently?

If you have disconnected your account, you have 90 days to move all your emails from your Virginmedia.com email address to an alternative email address. After 90 days your email address will be deactivated and no longer in use.

Kind regards Jodi. 

[ajhatcher64]

Yes have current account, email was orphaned but have tried to add it to current account

[Robert_P]

Apologies for the confusion ajhatcher64, by current account, do you mean you still have active services with us?

Rob

[ajhatcher64]

Yes 

[John_GS]

Hi @ajhatcher64

So we can best assist you, is both old and new account holders (of the cable account) in the same name?

If not, the best way to do the move and transfer would be to call us on 150 / 0345 454 1111 with both people present. If a ticket has been raised previously, then you'll be contacted by that agent regarding the outcome.

Best,

[ajhatcher64]

We’ve been onto Virgin customer helpline so many times ! Still nothing has changed 🙁

[dannylau]

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@ajhatcher64 wrote:

Yes have current account, email was orphaned but have tried to add it to current account

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Just to be clear you can't add an email to your account, you can move the email to it but all other emails associated with that account would be deleted