Forum Discussion

Simonward3097's avatar
Simonward3097
Joining in
3 years ago

Changing Email Password on ntlworld

Hi, how do I change my ntlworld.com password - it’s still active but I have a new account number as we moved addresses so the account linked to my old email address is no longer valid

thanks! 

  • coenoby's avatar
    coenoby
    3 years ago
    Simonward3097 wrote:

    Hi, how do I change my ntlworld.com password

    The immediate answer to that is if that email account is not linked to a live Virgin Media broadband account you can use this link to reset the password https://my.virginmedia.com/forgot-details/password    Enter your ntlworld email address as the username and then follow the prompts.

    However, there is a longer term issue if you want to keep using that ntlworld address in the future.  The Terms and Conditions of VM's broadband accounts specify that VM will close any email accounts that were linked to it 90 days after the broadband account has been closed. In reality VM are a bit lax in actually doing that but the fact is that the account could disappear at any time once the 90 days are up.

    Assuming that:

    1. your ntlworld email account has not been closed already and
    2. the original broadband account and the new one are both in the same name, presumably yours,

     then VM could move that old email address over to your new broadband account.

    The downside is that the ntlworld address would replace any new email addresses that you have already set up on your new broadband account.

    One of the Forum Team (VM employees who support this forum) could check and assuming all is ok, they could then arrange that for you.

    Post back here with how you get on. One of the Forum Team will pick up your post in the next day or so and contact you via this thread.

    Coenoby

  • coenoby's avatar
    coenoby
    Very Insightful Person
    3 years ago
    Simonward3097 wrote:

    Hi, how do I change my ntlworld.com password

    The immediate answer to that is if that email account is not linked to a live Virgin Media broadband account you can use this link to reset the password https://my.virginmedia.com/forgot-details/password    Enter your ntlworld email address as the username and then follow the prompts.

    However, there is a longer term issue if you want to keep using that ntlworld address in the future.  The Terms and Conditions of VM's broadband accounts specify that VM will close any email accounts that were linked to it 90 days after the broadband account has been closed. In reality VM are a bit lax in actually doing that but the fact is that the account could disappear at any time once the 90 days are up.

    Assuming that:

    1. your ntlworld email account has not been closed already and
    2. the original broadband account and the new one are both in the same name, presumably yours,

     then VM could move that old email address over to your new broadband account.

    The downside is that the ntlworld address would replace any new email addresses that you have already set up on your new broadband account.

    One of the Forum Team (VM employees who support this forum) could check and assuming all is ok, they could then arrange that for you.

    Post back here with how you get on. One of the Forum Team will pick up your post in the next day or so and contact you via this thread.

    Coenoby

    • Simonward3097's avatar
      Simonward3097
      Joining in
      3 years ago

      Hi, I’ve tried to reset my ntlworld email but it’s saying it’s user name is not valid.  I still receive and send emails though so perhaps VM can support and transfer this over to my new account

      thanks

      • coenoby's avatar
        coenoby
        Very Insightful Person
        3 years ago
        Simonward3097 wrote:

        Hi, I’ve tried to reset my ntlworld email but it’s saying it’s user name is not valid.  I still receive and send emails though so perhaps VM can support and transfer this over to my new account

        Thanks for coming back with that update.

        The fact that you are getting that error does suggest that account is already being closed down, especially if it is more that 90 days since the Broadband account was ended.  What tends to happen when Virgin Media close an email account is that they seem to remove the Webmail account (hence when you try to sign in it does not recognise the username) but the mailbox itself is often left in limbo. Email apps use a different route to access VM emails and often they can still pick up and send emails using that address which adds to the confusion.

        I will escalate this to the Forum Team who will then contact you via this thread. However, I have to say that in view of your findings it may not be possible for them to rescue your old account because it may have gone too far down the deletion process.

        Coenoby

      • coenoby's avatar
        coenoby
        Very Insightful Person
        2 years ago
        Bledlow wrote:

        This answer would be very helpful if only I hadn't forgotten the answer to the question asked at  https://my.virginmedia.com/forgot-details/password   Never needed it, & now I'm trying to recover the password so I can save all the emails I still want before they disappear.

        My post that you are replying to is almost 2 years old and there have been a lot of fundamental changes to the VM email service since then. For example, VM stopped issuing new VM email accounts in May 2022 and since then they have made several changes to the security processes of their email service.

        Unfortunately, these days the chances are that even if you could remember the answer to the security question it is unlikely the "Forgot your password" process would work for you.

        I have had a look through your forum posting history to see if you have given the back story to your post to enable forum members to offer more relevant advice. However, it seems that yesterday's post was the first time you have posted about recovering an email account.

        The answers to these questions would help the forum to give you more relevant and up to date advice:

        1. Are you still a VM broadband customer?
        2. If so was this VM email account set up as part of your current broadband account?

        The thing is that if you are still a VM broadband customer or you closed your VM broadband account in the last 90 days, then the Forum Team (VM staff members) should be able to help you recover the email account.

        However, if you are no longer a VM broadband customer then there is not much VM can do for you.

        If you post back with a bit more of the back story to this email account and you'll get the necessary relevant advice. (Don't post the actual email address here though.)

        Coenoby

    • Trucal's avatar
      Trucal
      Joining in
      2 years ago

      Hi coenoby.

      Tried the reset password link in message above for similar reason. Keep getting following message.

      Please ensure you provide the email address you use to sign in to My Virgin Media.

      I have never had virgin mail account always used the ntlworld one I was given. Password no longer works.

      Is there an alternate link for ntl accounts?

      • coenoby's avatar
        coenoby
        Very Insightful Person
        2 years ago
        Trucal wrote:

        "Is there an alternate link for ntl accounts?"

         No there isn't.

        Virgin Media email supports the domain names from all VM's predecessors. So:

        • Blueyonder.co.uk,
        • Ntlworld.com
        • Virgin.net.

        Email accounts with any of those names use exactly the same "VM" email service as Virginmedia.com email accounts.

        However, to use the VM email service the email account needs to be linked to a live VM broadband account. The Terms and Conditions of VM broadband say that 90 days after a broadband account is closed VM will close all the email accounts linked to that broadband account.

        In the past they often seemed to overlook that but in recent months they do seem to be having a purge and closing these old accounts. Unfortunately they never seem to give any warning before closing an account that is no longer attached to a broadband account.

        If you don't have a VM broadband account then that could be what has happened to yours.

        Coenoby

  • Zak_M's avatar
    Zak_M
    Forum Team (Retired)
    3 years ago

    Good morning Simonward3097. 

     

    Welcome to the forums & thank you for taking the time to post. 

     

    I am sorry to hear that you have had some issues with your email address. 

    It looks like we are going to need to take a further look into things, we can move the email address from your old account to your new one, In the meantime I can also reset the password for you. 

     

    I will pop you over a PM so that I can get some account information. 

     

    Kind regards,

    Zak_M

    • Nordle's avatar
      Nordle
      Settling in
      2 years ago
      I'm having a bit of a difficulty with this since moving house in July 21 within the same area. Previous house moves had seen me keep the same account number for years and the @ntlworld email just moved with it. When I moved in July 21 they changed the account number and when I logged into my VirginMedia it said my account was closed and did not exist. I tried calling then for an explanation but got nowhere and that's when I realised the account number had been changed. I get emails every month for my 'new' account to the @ntlworld email and it tells me to click here to view my account but then it doesn't let me log in with what was my username and password. I can now only access the email address on an old iphone which ports the data information across to new iphones but beyond that I am stuck. I need access to the @ntlworld email as it is associated with a lot of other accounts but if I lose access to the @ntlworld email I will lose access to a lot of other accounts. The contact centre told me on Friday it would be sorted in 24hrs but I still can't access it and if I try and register using @ntlworld it won't let me Anybody know the options? I've been pulling teeth with VM since July 21 and still getting nowhere all because they decided to change my customer number
      • Kain_W's avatar
        Kain_W
        Forum Team (Retired)
        2 years ago

        Hi Nordle,

        Thanks for your post and welcome to the community.

        Apologies for the issues faced with your email, so we can investigate this further I've dropped you a PM.

        The message will appear within the purple envelope icon.

        Regards,

  • barrywh's avatar
    barrywh
    Joining in
    2 years ago

    Hello 

    I'm also having this issue and wondering if someone could help me transfer an old ntlworld email to a new virgin media account ? 

    Thanks 

     

    Barry

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi barrywh 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      In order to look into this for you further, we'll send you a private message on here. 

      Look out for the envelope in the top right-hand corner. If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,

      Daniel

      • Sheravirk1's avatar
        Sheravirk1
        Joining in
        2 years ago

        Hi I’m also having the same problem, my 18 year old ntlworld.com has been hacked and the password has been changed. I have no way to access it right now since I’ve been living in the United States for the past 8 years and this email I was still using until I got hacked a week ago

  • Clarerutters27's avatar
    Clarerutters27
    Joining in
    2 years ago

    Hi i still use my ntlworld email address.it asked me to sign in again the other day and now i cant get back onto it. I have tried adding it to outlook and it just shows a blank page. Can anyone help thankyou

    • Nathan_B's avatar
      Nathan_B
      Forum Team
      2 years ago

      Hi there Clarerutters27 👋 Welcome to our forum and thanks for your post 😊

      Sorry to see you've been having issues with accessing your emails, this certainly is odd how it is just showing a blank page 🤔

      Just to confirm, are you able to sign into your mails via webmail here? If so, can you please try resetting your password to see if this helps?

      Let us now if you need any further support, we're always happy to help.

      Regards

      Nathan

      • Clarerutters27's avatar
        Clarerutters27
        Joining in
        2 years ago

        Hi nathan

        I have tried to log on there and it says my security info is incorrect even though i know it isnt.

        I am only secondary email address. We have tried to log onto the main account and it wont let us update it on there.

        Have got important emails on there so hoping i can reset it

        Thanks