Virgin Media- email down, unable to create online account

Suziekettles

My husband died three months ago.I contacted VM unable to afford £85/month. My husbands account was disconnected 6 weeks later and they opened a new account in my name at less than half the price. When my bank account was debited, I received no notification and attempted to access Virgin media online. Every attempt to create/open an account in my name has failed, it tells me I can’t use my VM email address I need to use another one, or it allows me some sort of access to what was my husbands old account. I’m going round in circles & losing the will to live. 3 calls to a call centre in India have been hopeless, telling me different things each time, the gist being I’ll need a new email address for VM (but can continue to use my existing VM one for everything else) today they have “transferred” something to something else and I should be able to access it in 24hrs, I have no confidence at all in anything happening and in the meantime my VM email account has gone down. This applies to my phone/iPad/laptop.

Brother in law who is more savvy is at a loss to help.
I feel quite desperate now, the death of my husband on holiday in the Maldives was dreadful, but things like this just make the situation worse.
Any ideas anyone?

datz

Sorry for your loss.

Do you and did your husband have Virgin Media email addresses? It's advisable for people not to use their internet provider's email services because you can lose access to it (for example, when you move provider or cancel the service). Some will allow you to keep it, sometimes for free, but often at an additional cost. Far better to open a free (email) account with outlook.com (microsoft) or gmail.com (google) - or both (nothing stops you from having multiple email accounts). These would always be available to you regardless of where you choose to get your telecoms service from.

Did you and your husband share the same email address, or are you trying to open another virgin account with the same email address? I suspect only one Virgin Media account can be registered to an email address (true of most online accounts), unless the original one gets completely removed from the system. As above though, probably best not to rely on your ISP to provide your email service, and take it as an opportunity to move over to someone like gmail or outlook.