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.