Forum Discussion

robbyvrs's avatar
robbyvrs
Tuning in
2 years ago

Can't access account or emails

Since yesterday I haven't been able to access my virginmedia account or emails, i tried the forgotten password link but it doesn't do anything.

When I try to go into my account it shows as

Your email or password was incorrect. Please try again or go back to change your email.

my email is the same as when i registered 17 years ago (ntlworld) and i can't reset/ change the password

 

 

  • ntlworld as I think I've read, has been ended by virgin media, but you may need to seek it out to read it

     

    • robbyvrs's avatar
      robbyvrs
      Tuning in

      Shouldn't they have told me it was finishing? how can i see my emails from the past couple of days?

      • Graham_A's avatar
        Graham_A
        Very Insightful Person

        robbyvrs The other respondent is mistaken.  Ntlworld email addresses continue to be supported provided that they are linked to a current VM broadband account.

  • energise's avatar
    energise
    On our wavelength

    ah, this could be an issue for me -  moved house to an area with no virginmedia so had to change provider, but was assured I would have 90 days access to email , 

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi energise thanks for posting.

      I can see that you're currently liaising with my colleague Kain.  I will leave you in his very capable hands.

      Regards

      Lee_R

  • Another day and it's still not working, keep getting the "wrong email or password" messages and it wont let me reset the password

    I tried calling them yesterday on 150 but it was an automated episode and ended with them saying they would send a text link to my mobile - never received it?

  • Well managed to get an online chat - was on for 90 mins and told to try logging in again in 48 hours - hope it works as i can't go through that again.......................

  • Hi robbyvrs thanks for posting and welcome to our community.

    Sorry to hear you've been unable to access your email address.  And for any inconvenience this may be causing you. As per Graham_A we are not closing existing NTLWorld email addresses that are linked to active Virgin Media broadband accounts,  so please update us with how things go?  If you still have no access after the suggested 48 hours please get back to us.

    Regards

    Lee_R

  • Well it's now been 3 days since the online chat wgere i was told everything would be sorted in 48 hours and still not working 😞  what do i do now? any phone number where i can speak to someone (tried 150 but it was automated)

    • energise's avatar
      energise
      On our wavelength

      you'll get through to customer services if you ring, but they'll refer it to a " back room team" . Been a week now since I rang and haven't had a call back.  The team on here are very helpful though , think this may be your best bet. good luck !

  • Did yet another online chat tonight - 17.06 - 18.10 where the person promised the issue would be solved and the tech team would call before 8.30pm. I waited and no call 😞  going back on the chat i got yet another muppet who repeated everything again - asking for all details, ignoring the ticket numbers i gave them from Mondays chatTotally sick of this company -

  • Well after last nights performance or lack of i actually spoke to someone today (not UK) after dialling 150 again but waiting on the line.

    She asked the same questions as in the chats but actually talked me through the login pages not just telling me it would be sorted.

    She asked if the chats guided me and I said no to which she was surprised.

     

    Well after 5 mins my account and emails are now accessable 👍

    So the last week of chats and waiting were all a complete waste of time - i'm guessing the online chats are just to delay things and the staff don't know what they're doing