Forum Discussion

Janny_Bee's avatar
Janny_Bee
Joining in
23 days ago

Can't retrieve ntlworld.com email passwords

Hi, I'm new to the forum.

I have some ntlworld.com email addresses that I can't login to. This seems to have happened since I was asked to change the email address that I use for My Virgin Media to a 3rd party address (gmail).

Now, when I try to login to any of my secondary ntlworld.com addresses it says incorrect Email or Password.

If I select 'Forgot Password' it will only let me reset the primary password (linked to the gmail address) not any of the secondary accounts.

I've had these ntlworld.com addresses for years, obviously! My internet life uses them - HELP..!!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    23 days ago

    There are no longer any secondary mailboxes. Every one now needs a separate 3rd party address and 4 word app password. You will need to login with each email address and create the new emails and passwords. It was all done by VM for security reasons.

    • Janny_Bee's avatar
      Janny_Bee
      Joining in
      23 days ago

      Ok... I have a 4 word app password for my original primary ntlworld address,  so I must have got that prior to changing my VM login over to gmail.

      But how/where do I get app passwords for my other addresses? When I try to login it says... Sorry, you can’t change your sign in details to a @ntlworld.com email address, please choose a different email.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        23 days ago

        Janny_Bee. To sign into your secondary accounts you need to first sign out of your primary account.   Once you have signed out go to the My Virgin Media log in page and enter the Ntlworld email address of the secondary email together with it's current password.

        If you don't know the current password then you will need to follow the forgotten password route.  Remember you need to use the secondary Ntlworld email address not the primary account username.

        If there are no security answers set for the secondary accounts you will have to wait for a VM Forum Team member to respond.  They should be able to clear security with you via a private message exchange.

  • Janny_Bee's avatar
    Janny_Bee
    Joining in
    14 days ago

    I can't get this to work because when I enter any of the secondary ntlworld.com email addresses, it just keeps asking me to enter the email address that I use to sign into My Virgin Media (the gmail one).

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      14 days ago

      I can't get this to work because when I enter any of the secondary ntlworld.com email addresses, it just keeps asking me to enter the email address that I use to sign into My Virgin Media (the gmail one).

      It isn't asking for the primary email username.  Each account has a My Virgin Media page so enter the secondary ntlworld email address concerned and then click on the forgotten password link as previously explained.

      • Janny_Bee's avatar
        Janny_Bee
        Joining in
        14 days ago

        Thanks Graham. I've spoken to VM support and for some reason my secondary ntlworld.com addresses aren't linked to my VM account. He couldn't explain why they're not but has put in a request to have them reinstated. This will take 48 hours, then I will be able to access the mailboxes as you explained.