email

[axolotl456]

Earlier this year we changed from virgin media residential for virgin media business. No problem, all worked well until three days ago when our email stopped. Error message 'server access denied, change password'. No problem in the past but there is now because we cannot make the change. There is no email access via the business web site and the email login on the residential site rejects our name and password. After numerous phone calls lasting up to an hour each and involving up to  7 specialists everyone understands the problem, most are surprised that it is a problem, but no-one knows how to solve it. Several suggested that residential and business are run as two separate businesses even though they are both under the Virgin Media heading. When we changed to business for the faster speed we were assured that our internet, telephone and email services would remain the same. And so they have until the current problem. As far as we can see it is not a technical problem but an internal communication problem. A pity. We have been with Virgin since they took over Blueyonder and have been well satisfied. Until now.

[Graham_A · Accepted solution]

@axolotl456 Sadly you were misinformed when changing from a residential broadband to a business account.  The business side is run as a different entity and business broadband does not come with any email provision.

The email account attached to your residential broadband account should have carried on for no more than 90 days after ceasing to be a residential customer, but sometimes they go on longer before being actually deleted.

I don't think that the VM Forum Team will be able to offer any help, however I will escalate this to them given the poor information that you received.

[axolotl456]

Many thanks for your very prompt reply. I saw the 90-day rule in the small print which says 'when you leave Virgin'. This seems perfectly reasonable to me. However, I haven't left Virgin. I am still with Virgin Media. If you are right then my only option will be to try to get the business transferred back to residential without losing all the emails. The details name, address, bank etc are the same for both accounts so it should not be difficult, but I am no longer have much faith in Virgin. With best wishes, Axolotl.

[David_Bn]

Thanks for your post on our Community Forums @axolotl456, and a very warm welcome to you.

I'm terribly sorry to hear of the confusion with the E-Mail accounts.

I'd be happy to look into this for you, check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn