3 weeks ago
I have an active broadband account with an @ntlwold.com email addresses that I don’t use.
Like many on this forum I have an older dial up account with a @virgin.net address, and my wife has an email address and these are both very active accounts.
My broadband bills are sent to this older @virgin.net address
My wife received a 30 day notice to close her email on the 8th of October.
I have had a long exchange with customer support over WhatsApp and was told that my wife’s address was a lost cause, but mine was fine. Extract below.
I was shocked to receive a 30 day notice to close today ( 21st October).
Please Help!
Answered! Go to Answer
3 weeks ago - last edited 3 weeks ago by Corey_C
Hi @Krimson42 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry for the shock this has caused you 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
3 weeks ago - last edited 3 weeks ago by Corey_C
Hi @Krimson42 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry for the shock this has caused you 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
3 weeks ago
I was assured yesterday that my addresses were safe we just can’t use them with the VM website anymore. The person who called me back did keep saying VM will not support these addresses anymore but seemed quite certain I will continue to have access to them just not thru the website or VM mail app. With the exception of one gmail acct all my addresses are either ntl or virgin.net so this is very concerning. This gentleman was also adamant they had sent me an email warning me of this change. I think they believe that the email telling you your address will be deleted actually means you will be disconnected from VM but the addresses will not be deleted. I’m not convinced that my emails are safe at all. I think the whole thing’s a nightmare and what the hell do they think they’re doing but hey I’m just a customer, what do I matter…
3 weeks ago
@smf4122 wrote:I was assured yesterday that my addresses were safe <snip>
Do you currently pay VM for a VM broadband connection?
3 weeks ago
Just WHO are you?
3 weeks ago
Be aware that this is a community Forum, so there are several different levels of people who post on here.
Other community members such as GoSlow, who volunteer to provide support to users in their own time.
I've read some of GoSlow's other posts and he is really knowledgeable, although admittedly on this occasion he could do with re reading your original post.
VIP Posters such as myself and @coenoby are still Forum Members, but one's who have been accorded special status by Virgin Media because of the level of help we've provided in the past.
Forum Team members are Virgin Media staff who are tasked with providing customer service to users such as yourself.
Forum Moderators are staff who are tasked with policing the Forum.
Please don't discount the posts from community members. Many of us have had a lot of experience with Virgin Media, and in the past, I've worked with the Forum Team to solve some pretty thorny issues even before becoming a VIP.
Looking at your original post I can see that you have both virgin.net and ntlworld.com email addresses - the latter of which you don't use.
Here's the problem, while it's certainly possible to have created an account and having your virgin.net email as the sign in address, due to the way VM's system was previously set up, you cannot have both virgin.net emails and ntlwold.com emails as part of the same account.
Why?
because they were run as two separate ISP's
Virgin.net was a joint venture between Virgin Group and NTL utilising dial up and ADSL connections. The Dial up and ADSL sides were eventually absorbed by NTL/Telewest which eventually rebranded as Virgin Media. However Virgin Media closed both those services around 2015, any email addresses linked to either of those services are what is known as orphan accounts. VM do have sweeps of these periodically.
NTLWorld.com was NTL's own in-house email service for residential customers, mostly provided in cabled areas.
Where you had another email provider you could register that provider as your username for your NTL broadband account, this is how some orphan accounts appear "linked" to valid broadband accounts.
I say "appear", because in fact each individual internet account comes with a unique raft of email addresses linked to that specific account. Thus, the only valid combinations of emails that can be linked to the same account is as follows:
virgin.net and virginmedia.com (Former ADSL and dial up customers who are in cabled areas and successfully transferred their email profiles)
ntlworld.com and virginmedia.com (Former NTL customers)
blueyonder.co.uk and virginmedia.com (Former Telewest customers)
You cannot have ntlworld.com and virgin.net as part of the same valid email profile, nor can you have blueyonder.co,uk and virgin.net together either.
Hopefully if you can pass security for both the virgin.net email and the ntlworld.com account AND the original virgin.net account and the ntlworld accounts were originally set up by the same primary user, The Forum Team MIGHT be able to perform a move and transfer which will replace the emails currently on your broadband account with the emails created under the Virgin.net account. This will mean that any ntlworld.com emails and also any virginmedia.com email addresses created on your broadband account will be deleted.
It's not possible to move individual email addresses between accounts.
I appreciate you're already engaging with The Forum Team on this. It would be appreciated if you keep the thread updated and let us know the final outcome.
Thanks
ravenstar68
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3 weeks ago
Well, you've lost me, there - as far as I'm aware, I've never had a "ntlworld.com" email address. No-one has contacted me from Virgin as I have repeatedly asked.
3 weeks ago
@Needhelp2024 wrote:Well, you've lost me, there - as far as I'm aware, I've never had a "ntlworld.com" email address. No-one has contacted me from Virgin as I have repeatedly asked.
I think ravenstar68 was perhaps referring to the problems and posts of smf4122, many of which ended up on your topic yesterday.