Hi,
I have a ntlworld email account which up until the weekend I have been happily accessing via my phone using facial recognition. It is a secondary email on a residential broadband account.
Since the system change, I have been unable to access my emails as the forgotten password link does not work. It advises me to contact you vai a link - when clicking on this link, it sends me back to the log in page.
Please advise how to rectify this
The email address I am trying to get into is an ntlworld address. I have forgotten this password, and cannot reset it.
The home/ primary account is in the name /email of my husband - he can access his emails. I have a separate email for virgin02 registration set up with a recovery password.
I am unable to link my account without displacing my husbands details- he also has to be available for anyone to speak with me about it.
I have read so much about other people having similar issues- I’m not sure what to do now.
It’s 8 days since my first message and still getting nowhere
I have already re- registered with a Virgin 02 sign in. I am unable to link this email to my domestic account as this requires my husband to transfer the account to me - as already described. Please read above
Forum TeamTo confirm, the email address is under a differenet name to the account for the home services?
^Martin
Ok, am in to virgin media - on the app it clearly says as a secondary user, I am limited as to what I can do.
When I try to link to our Virgin Media account - I get the page saying ‘ We’ve found your Virgin Media account’ and that my email is not the primary email.
I then need to put in the primary email - which is my husband’s.
He gets a email saying that if he accepts it - MY EMAIL WILL BECOME THE PRIMARY EMAIL. We don’t want this, just to confirm my email.
Do you have a way round this? I have not been able to access my emails since Monday
My husband hasn't forgotten his password! Would there still be any value in doing this? Please can I speak to someone to help me resolve?
Forum TeamHi klnewman 👋 Thanks for returning to the thread to keep us updated!
Sorry to hear you are still having some difficulties accessing your Emails. I appreciate this must be frustrating! Sincerest apologies for any inconvenience caused!
Following the changes to VMO2 ID this week, you will need an individual log in for each email address so that you can access the inbox via our webmail platform - and also so you can generate 3rd party mail app passwords. Another of our users on the forum was able to find a work-around for this, as they outline in their thread 👉 here
You advised you've been able to log in using the secondary user profile - what happens when you try to access webmail from that account? Are you able to access or do you get an error code or message?
Please keep us posted so we can continue to offer support.
Just to be clear - I am unable to log into using my ntlworld account. I have forgotten the password, so am unable to benefit from the work around
Now I have a different email address as my username. I still cannot access my emails . The verification email sent to my husband requests to make my new email, the primary account manager, which obvs we don't want to happen. How can we get past this? Its very frustrating!
I have just set that up - but cannot link it to my customer account - because I am a secondary email - my husband has the primary email account
Forum TeamSorry to hear about this klnewman.
Have you tried going down the forget password for the primary email account?
If so has this given you any errors at all?
Forum TeamHello klnewman,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your email account. Are you using a third party email address to login to your email account?
Kind Regards,
Steven_L
