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my email account has been deactivated after many years help!

stevejenko
On our wavelength

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!

 

6 REPLIES 6

Tudor
Very Insightful Person
Very Insightful Person

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

David_Bn
Forum Team
Forum Team

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
On our wavelength

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.

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.

Ilyas_Y
Forum Team

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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.

 

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.