Forum Discussion

Kl554433's avatar
Kl554433
Joining in
2 years ago

Deceased’s email/account taken by widow, but how reset password?

Hi

really hoping from virgin can help with this because the call centre can’t.

Father was account holder and had 1 ntlworld email address. Passed away, got account transferred to spouse.  Spouse was asked to set up new email (virgin media) address to associate to with account transferred to her.

Father’s email address was kept live as spouse decided to use it rather than the new one she had as his was the one they both used and the address all friends and family held.

Father’s email and computer with email account on continue to be used without any problems.

Computer is now being replaced and so need to set up but need email account password.  The password reset online says the email address is not recognised (despite the fact it is still used to this day for sending and receiving), so can’t password reset link.

Called customer services and nobody can seem to locate his email address, despite it being live, despite it going through virgin’s services, etc, so nobody can reset it.

Somebody somewhere must know where the email address is and how it is hosted and then someone must be able to get a password reset issued to allow the address to be awry up on a new computer and a mobile phone?

Help (please) !!!!!

Deceased
email
ntlworld.com
Password Reset

2 Replies

Sort By
  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Kl554433 thanks for your post here in the Community, although we're sorry to hear of your concerns raised here.

    It is possible that unfortunately, the email address wasn't transferred over when the account was transferred which may have resulted in this being closed down but it's best to check from our side and hopefully we can resolve this for you.

    Please expect a PM from me to arrive shortly and respond directly when you can!
    Many thanks

    • mrbiscuits67's avatar
      mrbiscuits67
      Joining in
      8 months ago

      I am having a very similar issue. My Dad’s account was cancelled but when we set up a new contract for my Mum with same email address I can’t set up a new online account (as email is already associated with an account) and I am not receiving any password reset emails via the forgotten password process. Please can you help.