My elderly parents' @virgin.net email accounts no longer work - without warning
a month ago
- last edited
a month ago
My elderly parents (80+ years) have had two personal @virgin.net email accounts since they first signed up to the internet about 20 years ago with Virgin. Back then they had dial-up but have now got broadband via BT.
They used to use the email account hourly/daily (via Outlook on a Windows OS laptop) staying in touch with family and friends and using it for all their online banking needs, online shopping and supermarket orders, etc. They also volunteer in the community so this is their way of staying in touch with people. They have Nokia phones - no smart phones for them.
Suddenly they can no longer send or receive emails via Outlook and it is distressing them. They've heard of viruses and scams and are worried they have been victims of fraud. I don't believe they have. A quick search and I see others have had this problem too when the business was sold to TalkTalk. I did not know about that - and neither did they.
They have had the same landline phone number for the last 57 years (I'm not exaggerating) and they don't understand why an email address would no longer work.
When anyone sends them an email there is not mail failure message or bounceback. The emails seem to be going to a blackhole. I've used MailTester.com and it is saying their email addresses are not valid. The mail server is mx.tb.ukmail.iss.as9143.net
Please can you help me support them either reinstate their email accounts or transfer them to a new account? They have been shielding since February 2020 and their laptop and phone has been their only connection with the outside world. I could even cope with walking them through creating a new mail account but I'm not sure how to retain all their existing mail if the account is now closed. And how do they update all their existing accounts with a new email? The thought they have lost everything is making them very anxious.
There should be all the data in their Outlook - but I'm not sure - and its hard to support them over the phone.
All our .net addresses were moved over to talk talk around 2011 ….. snip
Really, no they weren’t!
@KathyBriggs although Gareth is mistaken regarding the history of the legacy virgin.net email addresses, the fact remains that to continue using it, you needed to have a live VM broadband account, if your parents moved to BT then the email address should have been deleted a couple of months later. This doesn’t seem to always happen and these things linger on until such time as VM get their act together and start cleaning up the old email accounts.
I’m afraid to say that, realistically, you need to assume that the email account and all of the mail contained within it so now gone.