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millsdmj61's avatar
millsdmj61
Just joined
1 month ago

Can't get into ntlworld emails as can't get in to change password

Seems to be a common theme.

Can get into the NTLWorld email that acts as my VM ID.

Need to get in to other secondary NTLWorld email as now it does not work on iphones or iPad.

can't get in the register it as separate email as VM will not recognise it so can't change the password.

can get this email on web still, which is something but very inconvenient.

cannot get at this secondary NTLWorld email to try and reset the password.

I need VM to give me access to this email so I can change the password, or reset it.

Really unhelpful of Virgin in the way they have changed email accounts and processing.

david

 

1 Reply

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  • Michael_M's avatar
    Michael_M
    Icon for Forum Team rankForum Team
    1 month ago

    Hi millsdmj61 ,

    Thanks for sharing the details. We understand how inconvenient this must be for you. If you can still access the secondary NTLWorld email via webmail, that’s good for now, but to update the password or manage the account, you’ll need to go through our official recovery process.

     

    Here’s what you can do:

    1. Clear your browser cache and cookies and try logging in via Virgin Media Webmail.
    2. If the email isn’t recognized when trying to reset the password, please visit our Forgotten Password page and select “I can’t access my account.”
    3. If that still doesn’t work, we’ll need to verify your details and manually assist. Please send us a private message with your full name, account number, and the affected email address (please do not post personal details on public forums) so we can help reset it. If you want us to send the message first, just let us know. 

    We’re aware that recent changes to email systems have caused issues for some customers, and we’re working to improve this process. Thank you for your patience while we resolve this.