Help! No Email -VM Screwed Account Up

Markjp · 07-12-2010, 16:25

I'm getting very frustrated with CS. I have now lost access to all my emails as the account appears to be disabled.

The saga started last Friday when I contacted CS as requested to do so when I logged into "My Virgin Media". I was told this was an inactive account, but as far as I was concered this is the only account I have. I was quoted a strange account as my primary account all letters and numbers. Apparantly this is likely to have been created when I moved house 4 years ago!

After 30 mins on the phone to CS in India telling me that I would loose all my email addresses, I said you cannot do this I have had my email for probably 10 years (its an ntlworld one) so they put me through to someone in the uk. He told me he could transfer the emails and it would take upto 24 hrs.

72hrs later they have still not appeared on the new account so I phoned CS again, this time I couldn't get passed CS in India. After initially telling me they couldnt transfer my email address I got it escalleted to 2nd in line and they then told me they could do it but it would take 7 days.

That was yersterday, now when I log into outlook none of my email addresses are working and also if I login in via the web it says the accounts are disabled. The only one that works is system generated one they quoted me.

I have just got off the phone to CS again and they said after 30 mins on the phone that I wont be able to access my emails for 7 days!!

I cant believe this is right, I can't go without access to my emails for 7 days and will I loose any that come through in the next 7 days? I have no confidence in it being resolved in 7 days anyway.

Is there any way to get through to Techinical Support in the UK or can anyone else help me?

I'm at my wits end the CS in India

Thanks

Mark

Peter_ · 07-12-2010, 16:58

I am sorry that this has happened but I will try to explain the issue.

We have recently transferred all accounts to the Google email platform and this issue will have been caused by your house move 4 years ago as what is supposed to happen when you move property is for an agent to do a Move and Transfer of your existing email address to your new account.

All Virginmedia email accounts are attached to the account number at the property and will normally become disabled then eventually terminated if not transferred to the new account.

Sometimes as in this case the email address just continues to work, but because of the transfer to the new platform your email addresses have been made into what we call Orphaned email accounts due to them having no actual valid account to work from.

So when you call in and get to talk to an agent who actually knows the correct procedure with regards to Orphaned email accounts it will get escalated to our 2nd Line agents who will endeavour to attach your email accounts to your present address and this can take up to 7 working days to fix.

All you can do is keep trying to access your email accounts on a daily basis for the next 10 days or so, and if after that they are still not working you will need to call in again.

I would call as soon after 0800 Monday to Saturday to try and get a UK agent.

I do realise that the above is not what you really want to hear but I have dealt with few similar issues.

Markjp · 07-12-2010, 17:14

Quote:

Originally Posted by Masque

I am sorry that this has happened but I will try to explain the issue.

We have recently transferred all accounts to the Google email platform and this issue will have been caused by your house move 4 years ago as what is supposed to happen when you move property is for an agent to do a Move and Transfer of your existing email address to your new account.

All Virginmedia email accounts are attached to the account number at the property and will normally become disabled then eventually terminated if not transferred to the new account.

Sometimes as in this case the email address just continues to work, but because of the transfer to the new platform your email addresses have been made into what we call Orphaned email accounts due to them having no actual valid account to work from.

So when you call in and get to talk to an agent who actually knows the correct procedure with regards to Orphaned email accounts it will get escalated to our 2nd Line agents who will endeavour to attach your email accounts to your present address and this can take up to 7 working days to fix.

All you can do is keep trying to access your email accounts on a daily basis for the next 10 days or so, and if after that they are still not working you will need to call in again.

I would call as soon after 0800 Monday to Saturday to try and get a UK agent.

I do realise that the above is not what you really want to hear but I have dealt with few similar issues.

Thanks for your response.

Wish I never phoned up CS now when it asked me to on My Virgin Media, I would still have my emails. Though I suppose from what you are saying the email addresses would at some time in the future be terminated?

I note that currently i can send emails through outlook but not receive any.

Will all the emails I receive in the next 7 days still be available when I eventually get access back. Thats assuming I ever do

Peter_ · 07-12-2010, 17:18

Quote:

Originally Posted by Markjp

Thanks for your response.

Wish I never phoned up CS now when it asked me to on My Virgin Media, I would still have my emails. Though I suppose from what you are saying the email addresses would at some time in the future be terminated?

I note that currently i can send emails through outlook but not receive any.

Will all the emails I receive in the next 7 days still be available when I eventually get access back. Thats assuming I ever do

You should get the accounts back but the emails sent to you will have been bounced back to sender.

If you did not call us then your email addresses would end up being deleted.

Even if I had spoken to you on the phone I would have only been able to do the same as the guy you spoke to and had it escalated.

Please keep us up to date with regards to this issue.

Markjp · 07-12-2010, 17:38

Quote:

Originally Posted by Masque

You should get the accounts back but the emails sent to you will have been bounced back to sender.

If you did not call us then your email addresses would end up being deleted.

Even if I had spoken to you on the phone I would have only been able to do the same as the guy you spoke to and had it escalated.

Please keep us up to date with regards to this issue.

I wish I had been informed at the time that I would loose access to my emails for 7 days and that incoming mail would be bounced. I'm going to loose so many emails. If I had time to prepare I could have made arrangements at least for the most critical emails.

Can I setup some emails up on the new account? They wont get wiped when my old ones get transferred will they?

I can't remember how many I setup on the old account, although just 3 are critical not to loose.

I note there is a limit of 10 email addresses if I set up a couple of emails on the new account now and there are more than 7 to transfer from my old account will there be problem?

Would it be best not to setup any new accounts for the moment?

Peter_ · 07-12-2010, 19:12

Quote:

Originally Posted by Markjp

I wish I had been informed at the time that I would loose access to my emails for 7 days and that incoming mail would be bounced. I'm going to loose so many emails. If I had time to prepare I could have made arrangements at least for the most critical emails.

Can I setup some emails up on the new account? They wont get wiped when my old ones get transferred will they?

I can't remember how many I setup on the old account, although just 3 are critical not to loose.

I note there is a limit of 10 email addresses if I set up a couple of emails on the new account now and there are more than 7 to transfer from my old account will there be problem?

Would it be best not to setup any new accounts for the moment?

Any email addresses you setup on your new account maybe wiped out when your old email addresses are reattached to your account so be careful.

We would have no way of knowing that this has happened until you actually called with the issue.

Markjp · 08-12-2010, 20:55

How come I can still send emails from my disabled email addresses? They are getting through to the recipients too.

Peter_ · 08-12-2010, 21:13

Quote:

Originally Posted by Markjp

How come I can still send emails from my disabled email addresses? They are getting through to the recipients too.

It may happen for a time but eventually they would have been disabled then terminated so it is good that you found out beforehand.

It is a glitch on the system as with your emails still working 4 years down the line when they should have become disabled virtually right away and it would have been sorted back then.

Markjp · 08-12-2010, 22:08

Quote:

Originally Posted by Masque

It may happen for a time but eventually they would have been disabled then terminated so it is good that you found out beforehand.

It is a glitch on the system as with your emails still working 4 years down the line when they should have become disabled virtually right away and it would have been sorted back then.

Thanks for your responses "Masque"

Just going to have to wait the 7 days and keep my fingers crossed

tucker61 · 21-12-2010, 20:45

OP Any update on this thread. Friend has similar issue.

Peter_ · 21-12-2010, 20:54

Quote:

Originally Posted by tucker61

OP Any update on this thread. Friend has similar issue.

As we have not heard back we can only presume it went well, and your friend needs to have his issue raised in the same manner and he may get it back all being well.

Markjp · 26-12-2010, 14:48

Sorry I didn't post an update sooner. It slipped my mind.

7 days came and went and still no email. I phoned at 8am on the 8th day and managed to get through to someone in the UK this time. My email accounts had been migrated but not re-activated. It took the guy 2 mins to sort and now my emails are working again.

I did however loose all emails that were sent in the previous 8 days, as was mentioned in a previous post, but I'm pretty sure that emails wern't returned to the senders as I did a test from a web mail account and the email didnt bounce back.