Virgin.net suspected SPAM unable to access emails

[RN19]

To Virgin Media community support. We are having the same / similar issues to other forum members regarding virgin.net email which we access through virgin media.  We have received no emails or notification that the email was being wirthdrawn. Last Friday we were able to log into virgin media but not access the virgin.net email account. We set up the alternative email, had a message with passcode from virgin media and when trying to reset password receive the message Oops something has gone wrong.  I have been on the webmail chat, spoken to a 2nd in line customer service adviser three times and been told that my virgin.net email account has transferred to Talk Talk but Talk Talk don't know anything about it. I recontacted customer services who advised that this was incorrect and that we needed to set up an active virgin media account so went through to the sales team but unfortuantely there is currently no service in our area.  I am happy to pay a monthly broadband fee until virgin media is live in our area as I desperately need to access the emails that I have had with virgin.net (from dial up service connection for over 30 years). Exactly the same error messages as this forum was received. If it would be possible to obtain temporary access to be able to check that there hasn't been any security issues as virgin notified that suspected Spam as the reason why email access was not working but we are unable to follow the guidance on the virgin media website as we can't access the email account and any assistance would be really appreciated.  We are also O2 customers for over 30 years but have been advised that this isn't an option either. Many thanks for your help before raising a complaint and contacting the ombudsman and CEO of virgin media as we received no notice of withdrawal of a service and as we have been unable to check that there hasn't been any fraudulent activity linked to the email address is very worrying.  I was also advised that virgin media don't have a Data Protection officer or GDPR manager. Is this correct as I thought all organisations had to comply with data protection? Thank you for your help.

[RN19]

Hi Ashleigh. We are having the same issue.  I have been on the webmail chat, spoken to a 2nd in line customer service adviser three times and been told that my virgin.net email account has transferred to Talk Talk but Talk Talk don't know anything about it. I recontacted customer services who advised that this was incorrect and that we needed to set up an active virgin media account so went through to the sales team but unfortuantely there is currently no service in our area.  I am happy to pay a monthly broadband fee until virgin media is live in our area as I desperately need to access the emails that I have had with virgin.net (from dial up service connection for over 30 years). Exactly the same error messages as this forum was received. If it would be possible to obtain temporary access to be able to check that there hasn't been any security issues as virgin notified that suspected Spam but we are unable to follow the guidance on the virgin media website as we can't access the email accounts.  Any assistance would be really appreciated.  We are also O2 customers for over 30 years but have been advised that this isn't an option either. Many thanks for your help

[goslow · Accepted solution]

Some past posts are linked below on things that others have tried to regain temporary access

https://community.virginmedia.com/t5/Email/i-went-to-log-into-my-virgin-net-email-address-this-eveni...

Sometimes the VM forum team offers to try to regain temporary access (as per the VM response in the link above) but it seems a bit random and inconsistent as to when/if this is offered.

Some reasons below on why signing up to a VM broadband account to try to preserve a virgin.net email address would probably not be a good idea

https://community.virginmedia.com/t5/Email/Re-Email-from-Virgin-Media-about-closing-my-email-account...

A VM forum team person should reply here within a few days.

[RN19]

Thanks for replying and the helpful links Hopefully someone from virgin media support will be in touch to assist as we have tried everything without success and gone round full circle with customer service team again. Temporary access would be great if the support team can arrange this. 

[Steven_L]

Hello RN19,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your email account. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started. We cannot guarantee that we will be able to allow access to the account.
Kind Regards,
Steven_L