Another ntlworld.com email address not working - password reset link?

[susuka]

Been having issues with the ntlworld email address for ages now; still unable to get access. 

Tried resetting again today but it is asking a security question that i don't know the answer too now (been many many years since I made it) is it possible to have a passworld reset link for the account? 

[Matthew_ML]

Hey susuka, thank you for reaching out and I am sorry to hear this.

I can see you've spoke to the team yesterday, did they help at all?

I would go down the forgot password route to see if that helps.

[steviem]

Yeah I have the exact same issue on my desktop, password reset won't work! 

[StevieBe]

I've had this problem for years, and it's the correct password being typed, as my browser remembers all my passwords. It's one reason I've never changed to paperless billing due to i won't be able to receive the bills

[Kath_F]

Hi steveiem, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with resetting your password. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[susuka]

Hi Matt, 

I never spoke with anyone from your team; still having the same issue, tired the password rest but it doesn't work as I need to give an answer to a security question which I can't remember.

[Ilyas_Y]

Hi @susuka Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the emails you are facing. 😢
Are you trying to reset the password for My Virgin Media to gain access to the emails? 🧾

Or is this a separate email account as a sub account? Let us know and we can assist from there.

Kind regards,
Ilyas.

[susuka]

Hi Ilyas, 

The password reset is for an ntlworld.com email address, the system seems to recognise the address exists but i can't reset it.

[John_GS]

Hi @susuka 

Thanks for coming back to us.

I'll send you a PM now to assist further.