Hi, my 'virgin.net' email address, which i've had for 20+ years, suddenly stopped working last Monday.
I was a virgin customer for several years when it was initially setup in the mid 1990's. I then moved to another provider, but came back to virgin media a few years ago (and still a current virgin media customer).
I've now spent about a dozen hours on various calls over the past week, being told by various people it'll be fixed within a few days, but still nothing. I've been left on hold, transferred between departments with no warning, had an IT ticket raised and promised a call back when resolved (but had none), had calls cut off etc. so losing faith in the call centre solution.
The email address obviously holds not only decades of historical info (photos of children that people have sent to me, documents, family contacts etc.) but also mortgage documents, insurances, pensions info - everything is done paperless now, and managed through that email address. There's sites I can't now access as they use 2 stage email verification.
My initial call to customer services identified that 2 accounts exist - my current virgin media account under my current address, and an old account under an old address (which I left 15+ years ago) which has this email address attached to it. I've been told someone needs to move my virgin.net email address from the old account, to the new account (which is now set up with a temporary gmail account). This seems to be impossible to arrange over the phone - so i'm reaching out here to find someone who is able to do it for me.
I understand these legacy accounts are old (and there's probably some user agreement somewhere which says virgin has the right to terminate them) but to have it switched off with no notice isn't the way to treat customers. I wouldn't have a problem if I had been notified, and had for example 90 days to clean up the mailbox and go through the process of changing me email address with all my providers - but to lose all access with no warning is unacceptable.
Can someone please contact me to resolve this issue.
