Email received - Action needed: We’re closing your email account

[nigelrod]

Hi,

I'm a VM broadband account holder and have been informed by email today that my  @virginmedia.com email account will be closed in 30 days. The email states that as I no longer have Virgin Media services my email account will become inactive. I am, in fact, still a VM broadband customer and have been for 16 years. Not sure what is going on.

N

[coenoby]

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@nigelrod wrote:

The email states that as I no longer have Virgin Media services .......I am, in fact, still a VM broadband customer and have been for 16 years. Not sure what is going on.

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You have received the email because that VM email account is not linked to your current VM broadband account.You cannot link it yourself, it's only VM that can do that. Unless it gets linked to a current VM broadband account it will be deleted.

If your current VM broadband account is in the same name as the VM broadband account that was used to create the this problem email account  then it is possible for VM to move the old email address to the new VM broadband account.

However, in the past when VM moved an old email account to a current VM broadband account it deleted all the email addresses already set up on the current broadband account. I am not entirely clear whether that still applies to these current cases but I think that it probably does. If so, then you will need to decide which email account to keep.

The Forum Team (VM staff who support this forum) will be able to advise exactly what the situation is with your VM email accounts. One of them will contact you via this forum thread in the next day or so and take your details vy private message.

Coenoby

[Sabrina_B · Accepted solution]

Hi @nigelrod 👋.

Thanks for reaching out to us, apologies you have had this email, we can confirm this is correct. If you have any previous accounts that may have email addressed attached that are not Linked to your active service, we can bring that email address over. I will drop you a private message to go over some details with you. Please look for the envelope on your top right screen, If you are using a Mobile device It will be located under the little person Icon.

Sabrina 

[nigelrod]

Hi Sabrina,

I will respond to your private message.

Nigel

[MrsLou07]

Is there any update please??

[John_GS]

Hi @MrsLou07 

I'll send you a PM now to assist further.

Best wishes.

[Cmj2005]

Hi, my 80 year old mother has had the same email as above even though she still has a VM account. She managed to speak to someone on a chat after the first email which took her an hour.  They assured her that the problem was sorted. She has now had a second email saying her email will shut in 15 days. She is beyond worried about this and cannot face another attempt at an online help. Can you help her please?

[Vikki_M]

Hi Cmj2005,

Thanks for your post and welcome to our community.

We're sorry to hear there's been some confusion regarding your mother’s email account. 

Could you expand please on what was discussed on the chat?

Did the team advise they would transfer the email over to her active account with us?

Please pop back to us when you can. 

[CLNM74]

Hi, 
Same problem here.
I've also been told that my virgin.net mailbox will be closed down within 30 days (this was 13 days ago).
My current VM broadband account is linked to a different email address that I do not really use/need (virginmedia.com).
I "just" need my virgin.net email linked to my active VM broadband account!
So far, over the last 13 days, I have made 3 rather long phone calls to the IT team who assured me that they would transfer the email over to my active account (a ticket was raised, and a promise that it will be solved "within 48h" each time I call and chase them).
I have also made a complaint to the VM website (received a prompt response within 24h, but that had nothing to do with the resolution of my actual query).
I exchanged a Twitter private message with the VM team (all they did is confirm that they will chase the IT ticket owner).
I am now 17 days away from potentially losing my mailbox and 20 years of emails.
I would gratefully take a private message from the Forum Team if they can truly be of any help to "bring that email address over".
We all know VM customer service can be a roller coaster experience, but this has been the most useless and frustrating time spent with VM in all these years as a loyal customer...

[Daniel_Et]

Hi @CLNM74 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had and that you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel