Please help. Email account closed.

[FionaColeman]

I’ve been informed I have 15 days left until my email is closed. It’s closed early and I have Covid so not really in the frame of mind to sort out.

Please can someone help? I have 25+ years of emails to migrate.

i’m so worried I’ve lost all my emails. In fact I feel quite sick.

The live chats were hopeless. I was given a phone number to call but call failed.

[goslow]

Are you currently a VM broadband customer, which is required to keep any VM mailboxes running into the future?

How many days notification did you actually get to deal with the closure if the mailbox access closed earlier than the 15 days stated?

[FionaColeman]

Hi,

Not a customer but had email for 25+ years. Received two email telling me I had 30 days then had another 4 days ago telling me I had 15 days.

These emails were amongst spam that also told me my account would be closed unless I clicked on a link.

i just need a few more days to get everything sorted.

Live chat was hopeless and I’ve spent 5 hours trying to get it sorted.

[FionaColeman]

Are you someone from VM customer service and can help with my situation?

I’ve just had severe case of Covid so not been able to sort emails and still getting over it.

[jpeg1]

This is mainly a customer forum. VM staff may eventually pick this up, but they can only repeat the official line that the email will be closed if you are not paying for their broadband. It's a firm management line and they have no discretion. 

[goslow]

If your .net mailbox has closed before the deadline VM gave you, see the link below

https://community.virginmedia.com/t5/Email/virgin-net-email-swindle-Tell-BBC-Rip-Off-Britain/m-p/558...

from someone in a similar situation who managed to regain temporary access after contacting ICO leading to VM's DPO.

A useful post below on the subject of saving mailbox data and migrating the mailbox

https://community.virginmedia.com/t5/Email/Another-virgin-net-Cancellation-Victim/m-p/5583582#M28101...

Another method below from a past forum topic

https://community.virginmedia.com/t5/Forum-Archive/Backing-up-your-Emails-One-of-many-solutions/m-p/...

A VM person should reply to your topic within a few days

[ravenstar68]

@FionaColeman 

I'm not a Virgin Employee but I have Escalated this thread as I'm aware of the time constraints here.  Hopefully if the Email is not yet closed the VM Forum Team can get you back in.

Ravenstar68

[Matthew_ML]

Hey FionaColeman, thank you for reaching out and I am sorry you are having some email problems.

Is this with  Virgin.Net email account?

Also I can see you mentioned you are not an active customer with us anymore, can I just confirm this is right?

If so we can only assist with people who have active services per our terms here 

If an email has been deleted already and you do not have active services with us, we wouldn't be able to get this back sorry. 

[ravenstar68]

@Matthew_ML The main thing to consider is whether the user is still within to 30 day Window - which from their post, would possibly be the case.

I would at this point be taking the user to private message to:

a) Get the virgin.net email address in question.
b) Confirm whether said address is still live at this time
c) If so, go through ID verification and if passed try and get them back into their account before the deadline expires.

Remember - time is of the essence here

@FionaColeman I'm going to send you a PM of my own.  Please note though that I am not a Virgin Media employee myself.

[David_Bn]

Thanks for reaching out to us @FionaColeman, and welcome to the Forums.

Let's see what I can do to help you further with the issue of the deleted/soon to be deleted E-Mail account.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn