Alan Stott, Chief Operating Officer, Virgin Media O2
Email is something most of us use to manage everyday life, keep in contact with friends and family and store important information or personal memories. While most people use an email platform not provided by their broadband provider, we know this isn’t the case for everyone, and we understand the importance of these email accounts to those that still use them.
That’s why we want to clearly explain some upcoming changes being made to the Virgin Media email service.
We know changes like this can cause concern, so we want to give impacted customers clear information, enough time to decide on the best next steps for them and provide extra support where required.
What is changing?
Virgin Media stopped offering new email accounts to customers several years ago, however we had not made any changes to existing accounts which, up until now, have continued as normal.
Today, we’re announcing that we’re transferring the ongoing management of these email services to Junara, a specialist and dedicated email provider owned by Atmail. This means customers who want to continue using their existing Virgin Media email address, as they do today, will be able to move their service to Junara, who will provide a dedicated email platform with improved security features, ongoing service management and specialist support.
Alternatively, customers who do not want to move to Junara will have the option to download their emails and documents and move to another provider of their choice, including free email services, or simply close their email account if they wish.
Why are we making this change?
The way people use email services has changed significantly since they were first introduced decades ago, with the majority of people today choosing dedicated email providers rather than a service provided by their telecoms operator. That is why we stopped offering new email accounts back in 2022.
By transferring these email accounts to a specialist provider, we can focus our attention and investment on what we’re ultimately here to do – provide fast and reliable broadband, mobile, landline and TV services, and give our customers the best possible experience.
Who is affected?
This change will impact anyone with a Virgin Media email account, including ntlworld.com, blueyonder.co.uk, virgin.net and virginmedia.com email addresses.
What options do customers have?
Customers have three clear options and time to decide what they want to do:
- Option 1: Sign up and move their existing email service to Junara
- Option 2: Download their emails and data and move to another provider of their choice
- Option 3: Close their existing Virgin Media email account
How long do customers have?
Customers will have at least 45 days from receiving their first communication to decide what action to take. We will contact customers in phases, starting in September, with clear instructions and details of the support available.
We are also providing an additional 120-day window to support customers who may miss initial communications or need additional help throughout the migration process.
During this period, email accounts can be recovered if necessary, helping ensure important emails, documents or photos are not permanently lost or deleted.
If no action is taken after the 165-day window, the email account will be permanently deleted.
How much will it cost?
Current customers of Virgin Media’s broadband, landline or TV services will be offered the first 12 months of the new email service free of charge, subject to a 99p transfer fee paid to Junara. Customers who have told us they need additional support will be offered the first 18 months free of charge.
Former Virgin Media customers who no longer have broadband, landline or TV services will need to sign up to a standard plan with Junara if they want to continue using their existing email service.
Customers who do not want to transfer to Junara can download their data and easily move to another provider of their choice, including where there is no cost involved.
Is there support available?
Atmail, which owns Junara, has nearly 30 years’ experience and a strong track record in taking ownership of existing email accounts and managing the migration process.
Both Virgin Media O2 and Junara customer service teams are ready to support customers and provide guidance on the steps they need to take. That includes helping customers understand how they are impacted, what options are available, how to move to Junara, how to download their data, and where to get extra help if they need it. This information will also be provided in customer FAQs.
How will customers know the communications aren’t scams?
We know scams and phishing attempts are a real concern, particularly when customers receive messages about account changes or actions they need to take. For that reason, we will not include clickable sign-up links in any emails about this change.
Within their first communication, customers will be directed to the official Virgin Media website where they can access the relevant information. This is intended to help customers feel confident they are using a trusted source and not clicking on a potentially suspicious link.
Customers should be cautious of any unexpected messages asking for personal details, passwords or payment information, and should only follow instructions provided through official Virgin Media communications.
Our priority
Our priority is to make this change as clear and straightforward as possible. We recognise that email accounts can hold important information and memories, and we want to ensure that our customers have the time, information and support they need to make the right decision for them.
By working with Junara, providing clear communications, offering free periods for existing customers, and ensuring our customer service teams are equipped and ready to help, we will support all impacted customers through the transition.
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