my email account has been deactivated after many years help!

[stevejenko]

I have had a @virgin.net email account for years and out of the blue it has stopped working / can't access and have emails in there I need to recover... please can someone suggest a contact email or number to contact to help as sent round a loop with contact / support and my query not listed!

[Tudor]

If you are still a VM customer it should be recoverable. If you are not then I’m afraid it’s lost, email accouhts are closed by VM 90 days after leaving, but a lot were missed and there is now a cleanup of these orphan accounts. 

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[David_Bn]

Thanks for reaching out to us @stevejenko, and welcome back to our Community Forums!

Sorry to hear of the issues experienced with the E-Mail account.

Can you please address the point raised in @Tudor's post and confirm if this E-Mail address is connected to an active Virgin Media subscription, or if this was used with a now former account held with ourselves?

If this is a former account, as per our terms and conditions

Thanks

David_Bn

[stevejenko]

a former account - but as per my message - can I recover anything from the account as there was no warning email it was just switched off - might have been nice if you sent an email warning of it's pending closure.

[Ilyas_Y]

Hey @stevejenko Thanks for the reply on the Virgin Media forums. 👋🏼

When an account is closed - this is the former accounts.
The emails are deleted within 90 days of the broadband services being deactivated.

Unfortunately there no way to recover these sorry. 🧾

Kind regards,
Ilyas.

[stevejenko]

Great.

Thanks for that, it might have been nice to get warning - I don't think it would be too difficult for virgin to send an email letting know of pending closure, giving opportunity to recover or move emails before switch off.

Not great.

[Ashleigh_C]

We are very sorry that you were not made aware of this @stevejenko we do include this in the T&C's of your contract which you can also read online here. 

We can raise a ticket with our IT teams to request  the email is fully deleted if you would like but as stated we cannot ask for the email to be reinstated. 

Thank you and we are so sorry again for the inconvenience. 

[stuartgraham7]

Hi Ashleigh,

This response and simply referencing T&C's isn't helpful in the slightest, do Virgin Media acknowledge the massive inconvenience this causes to virgin.net email users?  This is customer service at its absolute worst, I've written to your head office in Reading, not informing users of an impending termination of use is totally unacceptable.

[Adduxi]

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@stuartgraham7 wrote:

<snip>  This is customer service at its absolute worst, I've written to your head office in Reading, not informing users of an impending termination of use is totally unacceptable.

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That's the point, they are no longer customers.  Once you leave VM you have 90 days to remove your email contents and migrate to another email provider.

[MOD - subsequent off topic posts removed from thread]