not again with vm and email?

[IanBHV]

Hey, We have had the same issue today 13.11.24 - our virgin.net email that we have had since dial up days stopped working and we were asked to update/use a non virgin email address to recover it. The new  non virgin email address was verified but we are still locked out of our emails? what should we do? We can not access emails from our original .net email or the non virgin email address via virgin media - we are a small independent business and losing our emails could be crippling for us - please help.Thanks Ian

[jpeg1]

You need urgently to set up a new email address with another provider.

Hopefully VM can get your email working again for the moment, but longer term they are clearly running down their email service. And they have never suggested it was suitable for business use, so you have been taking a risk by relying on it. 

[Robert_P]

Hello IanBHV

We're sorry to hear of the email issues experienced and the problems this is causing, we appreciate you taking the time to raise this via the forums and welcome to the community.

Have you received any correspondence in regards to the email address and it's closure? I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

[IanBHV]

Hi we never had any notice or notification that the email address would be closed - it just stopped without warning.

We are a small business and we have used this email from the very beginning of email when Virgin gave away the disc in their record shops to encourage people to use their platform. We were to advised by the residential team to contact the business team and then the business team advised us to contact the residential team? we have been passed around without any offer to help. This is business damaging for us and no one seems to want to try to help - it seems easier to pass the problem to a different department? If the residential team wont help us access our mail to put a plan into place to move forward and the business team wont help who will? We have used this email for around 30 years and the person who set it up has retired now so we may not have the details for all the proof of identity that are required these days but the fact is the email was ours and has been in use for some 30 years - it was associated with our small business and is on all of our letterheads and packaging so its is a big problem for us right now but we just can't seem to get any help to restore it. Virgin must be able to see that it was active and used by our business?

[IanBHV]

Hi Thanks for taking the time to reply and try to help.

The thing is, Virgin never suggested when they signed us up that it wasn't suitable for business use. In fact they actively encouraged all users to use vigin.net email by giving the discs free of charge to all users from their Virgin record stores -  we have used the service without issue for 30 years+ (it could be 40 years) - it was perfectly adequate for the needs of our small independent business in all that time and would still be if we had access to it. I guess using any service is a risk but having used this for so long without issue the risk factor never seemed high - its bad that they switched it off without any notice and don't seem to want to try to help despite the serious consequences to a small business that they were happy to provide the email address to for so long?

[Matthew_ML]

Hey IanBHV, If you don’t have an active Broadband service with us, then we are very sorry, we can no longer support your email, as per our Terms & Conditions. You need to seek an alternative email provider. New email accounts can be set up in minutes, with providers such as Gmail, Outlook, iCloud.  We highly recommend you forward any important emails from your Virgin account to your new inbox.

If you do have active services we can try to transfer the account we cannot guarantee it but we will try?