Received email "We’ve identified you as being an additional My Virgin Media account user" but main accoun

[Jooli23]

I received an email today saying " We’ve identified you as being an additional My Virgin Media account user. We’re letting you know that we’ll stop supporting your online account on 06/12/2024" I am not an additional account user it came to my main account email address  I don't have another email address on my Virgin account 

[Jooli23]

Just to add I've been with Virgin for over 20 years and originally had a Blueyonder email address but I let you know several years ago that I could no longer access that account and you changed my main account email address to be the one I got the email to today

[Tom_W1]

Hi @Jooli23 thanks for your post here although we're sorry to hear of your concerns raised.

We'd like to look into this further for you so we'll send you a PM so we can assist further.

Respond directly when you can!
Many thanks

[MartinR76]

I had exactly the same thing yesterday. I called customer support and they didn't seem to have any idea what it was about and couldn't even find a trace of the email I'd been  sent. The account they emailed is the only one I use to manage my account online, so if it gets deleted it is going to be monumentally inconvenient! I did have a Blueyonder account decades ago, but that doesn't even seem to work any more.

I'd really be very grateful if Virgin don't delete the one and only account I use.

Martin

[Kath_P]

Hi Martin, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've received this notification. Currently, we’re contacting customers with additional online user accounts who don’t have a VM email address. These are being removed as there is no need for them anymore. These accounts originally allowed access when signed in to our service status checker and the refer a friend process, but as both can be accessed outside of MyVM now through our customer website, there is no need for them. 

The email notification was sent to the email address you set up as a contact address on the additional account. It does not mean that we'll be closing that email address. Any Virgin Media email addresses connected to an existing broadband account will remain active and safe. 

Let us know if you have any further queries or questions. 

Thanks, 

[MartinR76]

Hi Kath. Thanks for replying. Sorry, perhaps I wasn't clear. I don't have an additional email account, AFAIK the only email account linked to my broadband service is my gmail one, I don't think I ever had a Virgin email account as I was originally a Blueyonder customer which was taken over by Virgin. My old blueyonder email hasn't worked for decades. If the only way I can log into my broadband account to manage it is via a Virgin email address, perhaps you could PM me and let me know what you think it is? When I rang customer support yesterday the only emajl account they could see was my gmail one.

Thanks Martin

[MartinR76]

P.S. I just checked the 'Virgin Media Email' link from my account homepage and it  is locked and inactive so it looks like I've never used that.

[Kath_P]

Sorry MartinR76, 

This is not related to any additional email accounts. It's additional My VM user registrations. 

I think it will be best to revert to private message so we can speak freely and give you more specific information 😊If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_P]

Hi MartinR76, 

Thanks for sticking with us via private message. We're happy we've been able to put your mind at ease. 

If you have any further queries or questions, pop back and let us know. 

Thanks,