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Virgin.net email stopped working

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jonpee
Tuning in

on ‎03-09-2024 20:09

since 2nd August I am unable to access my virgin.net account. It says the password is invalid.

The recovery process doesnt work and i dont receive any emails to my recovery email address.

😞

Is there a number that I can call please to get my account reset?

 

 

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MarkB6
Tuning in
In response to Kath_F

a month ago

Kath,

It's worth pointing out that the discontinuing of Virgin emails (after 90 days on ending a VM contract) has been introduced over the past decade or so. For those of us who went online in the 90s and early 2000s with Virgin have retained and continued to use the email we chose at the time. With developments and takeover of the VM brand there has been peridically mutings of old emails being stopped, however the subsequent reassurance has meant these have been allowed to continue. You may also been aware of the changes to the email server provider has changed over that time, with services being maintained - Open-Xchange now manage the email servers on VM behalf.

Although VM customer service staff are contstrained within their CRM system which shows current customers and contractors, it doesn't show past customers or their details and email addresses - so are unable to help due to the limitations of the paramenters of the CRM system in front of them. However, the email servers operators OX will be able to 'see' these emails, and therefore would be fully able to send out an email notification on behalf of VM to announce impending closure. This is standard best practice, and what we'd expect from VM and its partners. Most of us would have accepted this announcement (as over 20+ years) we've had to adjust as online platforms adjust and close, and taken the necessary steps to remove, export and close down our account, while notifying those contacts in the address book of a new email address. This is important because as it can be our default personal email address and it impacts on our online registration for all personal matters - tax, banking, health, shopping, social media, transport, social friends/family points of contact etc. So to us it's not just a random email address but an important link in the chain to securing our home and working lives - and in the event of not being able to access and undertake the necessary housekeeping before closure, means we have to spend a much longer time trying to contact and 'prove' we're the same people when we change log-ins on online platforms, go to secure websites, or get in touch with people and reassuring them that we are the same people on not some scam account. In some cases changing an email results in an email being sent to the original email address checking if it's really you who has made this change.

I propose a solution - please, please can VM put out an announcement (through mainstream and social media) and contact point to a technical team with a technical help line to help users reaccess their email accounts and clean them up and close them down. This would help enormously and rescue some credibility for this not-though-thhrough action of closing down these email accounts unannounced.

See where this Helpful Answer was posted

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Graham_A
Very Insightful Person
Very Insightful Person

on ‎03-09-2024 20:27

@jonpee Provided that the virgin.net email address concerned is part of your current VM broadband account then you can call the customer service line on 0345 454 1111 and select the option for technical issues - email.

If you don't currently have a VM broadband account then it is likely that the virgin.net email address has been deleted as an orphaned account.  This should have happened around 10 years ago but some old accounts slipped through the net and have continued to provide free access for non VM customers.  These are now being cleaned up.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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jonpee
Tuning in

on ‎03-09-2024 20:52

its an account i use everyday, the last 10 years., but yes I no longer use them for my broadband provsion.

I thought there is  ofcom driven process they must follow before just cutting someone off?

Because in effect they are a company holding your personal information that is contained in the service they have provided?

I have had no notifications, or warnings of account closure.

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Graham_A
Very Insightful Person
Very Insightful Person
In response to jonpee

on ‎03-09-2024 21:11

@jonpee There is some additional information contained in this post:  https://community.virginmedia.com/t5/Email/Orphan-Email-accounts/td-p/3492073

As you were using a virgin.net email address it is likely to date back to dial up or ADSL days.  You would have received notice of closure when those services terminated.  If you transferred the email address to a VM broadband account at that point but have subsequently closed the broadband account the Terms and Conditions state a 90 day grace period before the email address is closed.

A VM Forum Team staff member should pick this thread up in a day or so and will be able to confirm the exact status of your email account.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Ashleigh_C
Forum Team
Forum Team
In response to jonpee

on ‎05-09-2024 08:37

Hi there @jonpee 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your email address, and a big thank you to Graham_A for their help here so far. 

As stated, we do remove email address that are no longer attached to current and active Broadband account after 90 days of the account being closed. This can often take longer for our teams to action but once it is removed we are not able to reinstate the email. I would be happy to pop you a private message to see if the address has been removed, but I cannot guarantee we will be able to return the address.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

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jonpee
Tuning in
In response to Ashleigh_C

on ‎05-09-2024 20:30

I have replied by PM.  We are still with Virgin for Broadband etc.

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ravenstar68
Very Insightful Person
Very Insightful Person
In response to jonpee

on ‎06-09-2024 02:02

@jonpee wrote:

I have replied by PM.  We are still with Virgin for Broadband etc.

You've already posted in response to Graham that you don't use Virgin Media for Broadband, so which is it?

Also in response  to this

I thought there is  ofcom driven process they must follow before just cutting someone off?

Because in effect they are a company holding your personal information that is contained in the service they have provided?

I have had no notifications, or warnings of account closure.

Virgin Media's terms and conditions for their email service have always been quite explicit.

Once you leave, the account should close after 90 days.  Every day you use their email after that is like a game of russian roulette.  Even if you were on one of the old dial up services, there was always a clause in the T&C's that in order to keep the email account live you had to use the dial up at least once every 180 days.  All emails for those services should be long closed by now.

Once you end your contract with VM, after the 90  days period has expired they are no longer under any obligation to notify you of closure of the email service.  By that time you should have already saved your mails and moved on to another - preferably non isp related email provider.

Running an email server costs money, That money is factored in to the fees charged for broadband services.  After all, there's no such thing as a free lunch.

With any luck @Ashleigh_C can try and get you back into your email account - if it hasn't been deleted already, but if she does it will be on the understanding that it's a one time only repreive to allow you to get your data.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jpeg1
Alessandro Volta

on ‎06-09-2024 08:43

Under GDPR, a company is required to delete your personal data when the service finishes. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.
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jonpee
Tuning in
In response to jpeg1

on ‎09-09-2024 14:53

Thats great to hear, but we have an active account with them. 

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jonpee
Tuning in
In response to ravenstar68

on ‎09-09-2024 14:56

Its both.. we have an active Virgin Media account for our family, however the majority of the time I access my Vm emails using a 3rd party broadband provision, due to the nature of my work it is a service I do not have to pay for.

Are you saying your not allowed to use another broadband provision to access VM email? When you still have an active VM Broad account?

 

 

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