My mum has had a Virgin.net email address for 20 years. Two days ago she could not access her account anymore. After speaking with Virgin at length via phone and chat, they told us this:
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I don't think your mum will be able to recover the deleted email account unless Virgin Media will recover it for her. TalkTalk had no control over Virgin Media email accounts.
The information that you've been given by Virgin Media about TalkTalk deleting the virgin.net email account is factually incorrect. A blatant lie. Everything else they said is true.
Your mum's email account is known by Virgin Media as an 'orphaned account'. She should have received emails from Virgin about the planned deletion of her email account after 12 months and maybe recent emails advising of impending deletion.
Virgin Media retained total control of the virgin.net email account when broadband customers were moved to TalkTalk. Normally Virgin Media will delete an email account, including its messages and contacts list, 90 days after a customer leaves them. However, in the case of customers transferred to TalkTalk they allowed a special concession of 12 months before the email account should have been flagged for deletion in 2016. In some cases that deletion didn't happen but Virgin Media are now catching up on 'orphaned accounts' that they should have deleted 3 years ago and they are now deleting those accounts. This is entirely a Virgin Media thing as TalkTalk didn't inherit the email accounts of ex Virgin customers.
There are several posts on the Virgin Media Community about this email deletion issue and this is one. Also see the post about Orphaned accounts.
Hi Tomnew_, Gondola has given exactly the right advice and pointed you in the right direction. Please let us know how your mum gets on with Virgin.
Hello - I have had the same problem as your mum - TalkTalk tell me to speak to virgin, but virgin tell me to speak to talktalk
who is responsible for closing the account and can it be reopened?
have you had any success?
See post 2 in this thread. I've explained that Virgin Media are responsible for the management of virgin.net mail accounts. Virgin Media policy was to allow former broadband customers that were inherited by TalkTalk to keep their mail accounts for 12 months before deleting those mail accounts.
Some mail accounts remained active beyond the 12 months but Virgin Media are now deleting those mail accounts. There's nothing that TalkTalk can do as it's entirely a Virgin Media matter.
A TalkTalk broadband customer can create up to 5 talktalk.net mailboxes in the broadband MyAccount and the advice article Managing your email in My Account explains how to create and manage those mailboxes.
Unfortunately the TalkTalk MyAccount cannot recreate a virgin.net mailbox as those are entirely under the control of Virgin Media.