Major broadband provider with 46million customers is AXING free service – and you need to act now

A MAJOR broadband provider is axing a free service that is used by thousands of customers – and they need to act now. Virgin Media O2 has announced that its existing email customers will be moved to a new provider called Junara, which is provided by Australian company Atmail. The change will affect anyone with a Virgin Media email account, including ntlworld.com, blueyonder.co.uk, virgin.net and virginmedia.com email addresses. Customers were previously offered these accounts when they signed up to a Virgin Media broadband package. Sign up for the Money newsletter Thank you! Users now have three options for what happens to their accounts. They can sign up and move their existing email service to Junara, download their emails and data and switch to another provider of their choice, or close their existing account. The first 12 months of the email service will be free but customers will need to pay a 99p transfer fee to Junara. Those who need additional support will get the first 18 months for free. Virgin Media O2 is contacting customers in phases from September to let them know about the change. They have at least 45 days from when they are contacted to decide which action to take. Most read in Money There will then be an additional 120-day window to help customers who missed the initial communication or need extra help. During this time email accounts can still be recovered, which will stop important emails, documents and photos from being permanently lost or deleted. If they don’t take action after 165 days then the email account will be permanently deleted. Former Virgin Media customers who no longer use its broadband, landline or TV services will need to sign up to a standard plan with Junara if they want to keep their existing email service. The news comes after Virgin Media O2 stopped offering new email accounts to customers in 2022. Meanwhile, last year Plusnet also axed its free email service. Customers who wanted to keep their accounts were moved to Greenby, which charges a £15 a year fee for the service. A Virgin Media O2 spokesperson said: “As we focus and prioritise our investments and resource on ensuring our customers have the best connectivity experience, we have taken the decision to close the remaining Virgin Media email accounts. “We are writing directly to all impacted customers to clearly explain the changes and will provide a 45-day window to either sign up with Junara, move to an alternative email provider, or close their account.” Comment now