Moved house and now no e-mail

[nodrog2]

I recently moved house and transferred my whole TV, internet and phone package to the new address. Everything worked fine apart from e-mail as the password was constantly being rejected.

A "150" phone call to Virgin infomed me that the problem was due to the e-mails not having been transferred over to my new account. I was told that I would have to dial the 0906 number in order to get this sorted out.

Surely this cannot be correct? Do I really have to pay for a premium rate phone call in order to fix what is basically an administrative problem at Virgin

Has anyone else had this problem after moving house?

[khanm78@hotmail.]

Yes I moved from an ex telewest are to an ex NTL area and had to do the moving house biz with virgin they screwed everything up and 8 weeks later i still dont have an e-mail address its there but not accepting any passwords i use i have tryed resetting the password it goes all the way through and then just givs me a password error at the end.

virging as per usual are no help and if i phone the premium nuber i will get charged 25p per min even while im on hold.
If they say your not being charged until you connect to a human they are lieing look at your bill, also they will only reimburst you if its there fault but only from the time someone answers the call.

make sure you note the date, time and person you spoke with if you want the FULL reimburstment and keep your bill safe as this probably will be needed as proof to contridict there claims.

If in dispute make sure you get recipts for any mail or faxes as if you are right you can claim for these expenses as well.

PLZ note no advice i type is legal advice just experiance i have had dealing with Virgin Media Broadband section.

[bw41101]

There is a way round this - BUT, it's not an instant fix. I had an "associated" problem with my E Mail account wherupon it had (for some unfathomable reason) been suspended. The result of this, was that I was unable to access my E Mail from either my home PC or via webmail.

I used a friend's PC to log on to the VM site and raised the problem via the technical support E Mail system. Like I said it took a couple of days but the job was sorted.

Hope this helps

Cheers and Si thee

[douglet]

this is a very common problem at vm in my experience, its called a move and transfer, you will or should be re-credited for the cost of the call thats if India understand what you are on about. Yes it is their fault but it can not be rectified with out you calling the 0906 number as you will need to pass DPA on both the accounts (your old address / your new address).

This is because when you move essentially a new account is created for you so you will now have a new account number, strange i know but account numbers are address specific.

so call the 0906 number have all your old and new account details to hand and make sure you are re-credited for the cost of the call.