virgin.net email - 'ticket raised' but we're running out of time.

[Rhidiansmum]

Rhidiansmum

Joining in

2 seconds ago

Is there a way to check whether email accounts have been brought across to current VM accounts? We've been paying customers for over 20 years. We phoned the number on the email as soon as it arrived (15th October) and again on 29th October, but we've just been told both times that that 'a ticket has been raised' and nothing seems to have happened yet. We've had our virgin.net email addresses for 25 years and really really don't want to lose them. How do I contact the forum team to intervene? Apologies if I'm posting in the wrong place!

[goslow]

If you log into 'My Virgin Media' of the primary account for your VM services (the MVM account which allows you to see billing/contract info etc. etc.) you should be able to see a list of the email addresses which are associated with your VM broadband account.

If you see the .net email addresses there, they should be linked to your VM broadband.

In any event, it would probably be best to discuss with a VM forum team person who should reply to your topic within a few days.

[Rhidiansmum]

Thank you. Mine seems to be there but my partner's isn't, so hopefully a VM team member will be able to take a look before it's too late!

[Rhidiansmum]

Is there a way to tag the team? The issue is showing as 'solved' now but it isn't, as my partner still stands to lose his email address.

[David_Bn]

Thanks for reaching out to us @Rhidiansmum.

We would need to advise that a move and transfer of E-Mail accounts over to an active subscription can only be when both accounts are under the same name.

Do you happen to know if the account that housed your @virgin.net address also contained your partners E-Mail address?

Thanks

David_Bn

[Rhidiansmum]

I think the initial email addresses were initially separate, as we signed up for them before we moved in together, but when we phoned up after the first email, we were told that they could both be linked to our current VM account. The person we talked to spoke to her manager, and came back to us to say they would both be added, and when we rang again on the 29th, we were told the same. Would it really be any loss to Virgin to transfer my partner's email address to our account, given how much we've been paying every month for the past twenty-odd years?

[Sabrina_B]

Hi @Rhidiansmum 👋.

Thanks for the update on this. We are limited to what we can do, its not something that is don't manually, can you join me in a private message so we can look into this further. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[Rhidiansmum]

Thanks - I've just replied in the private chat.