Big changes are coming into place for customers using email addresses hosted by Virgin Media - this includes addresses such as @virginmedia.com, @virgin.net, @ntlword.com, and @blueyonder.co.uk
Virgin stopped allowing new customers to sign up for free email accounts in 2022, and has now decided to no longer offer free email accounts completely, including for existing users. Instead, they are moving their email services to Junara, an email provider owned by Atmail; however, this will no longer be a free service.
Existing customers are being contacted by email to inform them of the changes, so if you have yet to receive an update and you use an affected address, keep an eye on your inbox. You will have 45 days from receiving this email to decide what to do. The options given by Virgin Media in their official statement are:
Option 1: Sign up and move your existing email service to Junara
Option 2: Download your emails and data and move to another provider of your choice
Option 3: Close your existing Virgin Media email account
After 45 days, if you take no action, your account may be deactivated; however, Virgin is offering a 120-day support window for customers who have missed the email or need some extra support. After 165 days, if you have taken no action the account will be permanently deleted.
How much will it cost?
For customers who wish to keep their existing emails, it looks like you will be able to do so, but for a fee.
If you are a Virgin Media broadband, landline, or TV customer, then you should be able to sign up for 12 months of services with Junara for free. However, you will have to pay a 99p transfer fee, and it's not clear what it will cost you after the 12 months are up. Customers who have informed Virgin Media that they need support are being offered 18 months of free Junara services; however, it looks like you will need to make this arrangement directly with Virgin Media, and may also have to pay a transfer fee.
If you're not a current media package customer with Virgin, you would need to sign up with Junara to continue using your email.
Customers should be able to contact Virgin Media and Junara for support in this handover; contact details will be in the email sent out to you and, according to the Virgin Media statement, are also in the customer FAQs.
What are the alternatives?
Customers who don't want to pay to keep their email are being advised to download their data and move to another email provider. Even if you've not yet had your notification email from Virgin, if you know you don't want to pay to keep your email, now is a good time to start preparing to switch! There can be quite a lot of admin involved if you've been using your existing email address for a long time!
If you've not already, you'll need to set up a new email address with a free provider - there are lots to choose from!
You'll then need to start updating the email address associated with any accounts or mailing lists you're signed up to - you'll usually need access to your previous email address to be able to do this. This could include banking, memberships, shopping accounts, mailing lists, etc. You'll probably be best working through your existing mailbox to know exactly what you need to update!
You can also update friends, family, work records, school and club membership info, etc. with your new address, and ask them to remove previous email addresses from their contacts.
Once your inbox has been deleted, this also means all the emails and their attachments will be removed too, so make sure to save any important emails or forward them to your new address for future use. If you use the address book in your email, make sure to transfer this too!
You can usually set up auto-forwarding for emails, the same as redirecting physical post when you move house. It may be a good idea to set this up so nothing slips through the net during the changeover period!
How can I keep my data secure?
It is good to be vigilant around emails that request account information or that include payment links, so remember to check incoming emails for legitimacy before clicking links! As this email changeover is quite big news, scammers may try to clone or replicate emails that are being sent out as a way to try and catch people out.
For all emails, be sure to check sender email addresses to be sure that it has come from the real company, and never share passwords or security question answers. Only submit payments via trusted sources.
Virgin has said that, to help keep users safe, they will not be including any clickable sign-up links in any of the emails they send to customers. If you do receive an email of this nature, it's likely to be a scam!
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