Forum Discussion

J2025's avatar
J2025
Settling in
20 days ago

Can't access email account

Sorry about the length of this.

I have had VM broadband and an ntlworld email account for over 20 years now.
I last accessed my emails on Sunday evening. 

On Monday morning I tried to log in and became stuck in a loop trying to create a new VM/O2 id; I eventually managed this yesterday, using an external email and phone two-factor authentication. 

( nb - I have had no communications or guidance from VirginMedia about this; I have been looking at this forum and social media trying to glean any information.)

Today I have tried to get into my ntlworld email again. 

1) try to log into new o2 id, 
2) use external (hotmail) address and password - ok so far - it wants to verify, sends verification email to hotmail
3) click on link in hotmail; now it goes to a new sign-in with my ntlworld mail address prefilled.

This is apparently step 1 of another "verify it's you" sequence - "Enter your My Virgin Media password / Enter the password you usually use to sign in to My Virgin Media."
It does NOT accept my password for my ntlworld mail address or the new o2 password. ("Your password wasn't verified. Please try again.")

4) Click on "forgot your password"
5) this takes me to "reset password" screen. with my ntlworld email prefilled.
6) click on the "continue" button and get "Opps... Something went wrong. Please try again later."
7) "later" - now it wants me to answer security questions. It's been 20+ years and I can't answer them. 
"Having trouble? Please contact us and one of the team will help reset your password. " 
 
8) Click on the "contact us" button - which takes me to "Sign in or register for Virgin Media O2 " 
9) Put in my ntlworld email and back we go to 3) above.

Now what am I supposed to do? 

All I need is access to my ntlworld email account.

Does anybody at Virgin Media have a guide to this process? Like, I dunno, a flowchart? 

For the record, I have tried the customer helpline phone number, 
The bot does not recognise the word "email" and wants me to switch the router off and on again. 
If anybody can suggest how that would help with an email account problem I am willing to give it a go.

5 Replies

  • KILLERKEV's avatar
    KILLERKEV
    Tuning in
    20 days ago

    Like many I am being forced to move to this new system with no warning, it took 3 days to get my NTL email account to work using a Gmail account, but it still will not work on my phone. Customer service are worse than useless and seem to think nothing is wrong. I have been with all the various setups going back over 20 years and have remained loyal, but it has come to a head and I will be leaving Virgin (this will cause me problems) but since Virgin and O2 joined forces nothing but problems. I don't have time to spend hours a day on hold, then passed from department to department with none of them having any idea. So goodbye 

    • J2025's avatar
      J2025
      Settling in
      20 days ago

      How did you get through to customer services please?

      I tried phoning and gave up when the bot told me to switch the router off and on again.

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        19 days ago

        Hi J2025 

        Welcome to our forums, and sorry to hear you are having issues when trying to access your mailbox since our recent VM02 login changes. We can understand the frustration caused, and we want to do our best to help. After making the changes, are you able to log into my VMO2 using your new username and password? If so, are you able to access your mailbox through your online account? Please get back to us when you can. We want to do our best to help from here.

        Thanks.

  • J2025's avatar
    J2025
    Settling in
    18 days ago

    I found my security question info.

    After 30 steps and 50 minutes, (not counting all the attempts since Monday) I have got back into my email.

    Before this nonsense started, I had a Virgin Media broadband service(since NTL), and a ntlworld.com email to go with it. 

    Now I have a Virgin Media broadband service(since NTL) and an ntlworld.com email to go with it, plus two-factor authentication and a recovery code.

    I have had to create a totally unneccessary VirginMediaO2 id for an external email, then an external email for verification, add a mobile phone number, enter my Virgin Media account number and area code, and change the password for the external email id.. 

    Having done that, I had to go through the same steps (30!) to supply an external email for verification, add a mobile phone number, enter my Virgin Media account number and area code, and change the password for the ntlworld.com email id. 

    The rules for what characters could go into the password changed between Monday and Friday...


    All your system needed was the external email and a.n.other means for two-factor authentication, for the ntlworld.com email. 


    I am hoping to talk a friend through this; please tell me you have fixed it so you don't need to create the "virginmediaO2" id twice.

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      17 days ago

      Glad to see you've been able to get this sorted J2025,

      Sorry for the time it's taken, please let us know if you encounter any further issues. 

      Alex_Rm