Forum Discussion

Dog_duck's avatar
Dog_duck
Just joined
2 months ago

Are ntlworld.com email address being removed?

I have just been informed on a webchat about a technical issue that "

we no longer deal or handle Virgin media supplied legacy email accounts as we're stopping it and you will have login to the My VM app and go to My email section, under which you will be asked to change to a third party email address after which you'll be able to merge the emails, so that you can have access to it.

As we'll close these emails permanently, I would suggest you save or move your important files, documents or any important emails to somewhere secured as you may not have access to it going forward."

 

Can someone confirm whether this means that I will have to change the email address that I have used for many years will stop working?  I have checked and can't find any record that I have been notified of this!

6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    AFAIK VM is not ceasing legacy email addresses at the moment.

    What VM has been doing is clearing out and deleting mailboxes that are not associated with a current VM broadband subscription.

    Some important information if you have a Virgin Media email account | Virgin Media Community - 5607207

    VM is also requesting VM mailbox users to provide a third party email address to run alongside the VM email address (all in the name of 'security')!

    You may be asked by VM to provide a third party email address at some point

    https://www.virginmedia.com/dpb/help/change-my-virgin-media-email-address

    usually when you try and reset a password or add an email client to a new device.

    When you try to set up an email client on a new device your will need to use an app password

    https://www.virginmedia.com/help/broadband/manage-email-settings

    which may trigger the demand for a third party email address.

    Even though VM has announced no plans to close its email service, the general view on here is that VM email is running on borrowed time. Together with the fact that VM email is so hopelessly unreliable, you may wish to start the process of moving to a third party email provider and do that on your own timescale rather than one VM might impose on you at some point in the future.

  • Dog_duck's avatar
    Dog_duck
    Just joined
    2 months ago

    Thank you for replying.  the technical issue that when I try to add a third party email address the validation email is not being sent; which I hope the technical support will be able to resolve

    • goslow's avatar
      goslow
      Alessandro Volta
      2 months ago

      We have seen this mentioned on here before where the validation email does not come through. Sometimes this seems to be due to having to create an app password in order to set the third party email address. Try the process below

      Password reset on NTL email account | Virgin Media Community - 5623904

      If you still have no luck, you will have to wait for a VM person to reply here, usually within a few days from your first post.

  • minimart's avatar
    minimart
    On our wavelength
    2 months ago

    I was logged out of my ntlworld email account yesterday, and every attempt to log back in failed. I tried to log in to my VM account to find out what was happening,  and that failed too. I now know after an hour and a half on online chat that this was because my ntlworld account is no longer supported by VM, who therefore don't recognise it as a username. I was never forewarned that this would happen, and need to recover access to receive important emails next week. The staff member on the chat has raised an IT ticket to help this happen, but this could take up to 3 days. I've tried to complain by ringing 150, but my problem, and indeed the ability to raise a complaint is not covered by the bot's set of issues, so I was sent round in circles before the bot decided to terminate the call and rang off. I am so frustrated not being able to talk to a human being at VM

    • goslow's avatar
      goslow
      Alessandro Volta
      2 months ago
      minimart wrote:

      I was logged out of my ntlworld email account yesterday,

      You'd do best to start your own topic for your own problem.

      Are you currently a paying customer for VM broadband?

      If not, VM has recently been deleting such mailboxes at quite a rate of knots.

      If you are a VM broadband customer, you should get some help from the VM forum team but they can take a few days to get to each new topic.

  • deepagan's avatar
    deepagan
    On our wavelength
    2 months ago

    My account was locked out yesterday, my mac keychain informed me it has ben involved in data leak and to change it. I called support yesterday and they reset it, still can't log in . I was informed the server was having 'issues' Rest of my family is fine as is my primary account (which i don't use).