Forum Discussion

craibh's avatar
craibh
On our wavelength
7 months ago

How do I reset my pasword on an ntlworld account

I have had a great deal of hassle with Virgin over the last few months and I have been very grateful to the Team here for all their help.Unfortunately I now have another problem-how to chnage my password on an ntlworld account.I thought it sensible to change it because one of Virgin's most recent actions was to block my attempts to send emails from Portugal while on holiday there.We were using a LazerSpeed internet connections - I understand that they are a substantial, and growing, internet provider in the Algarve-  and we simply could not send emails from any of  our Ntlworld or Virgin media accounts while there.

 

Having returned to the UK I logged on to the login page for the email address concerned and  clicked that I wanted to chnage my password.Despite waiting for a considerable length of time- now about 2 hours- and three times requesting that Virgin send an appropriate email to my email address for that account, nothing arrived.I was logged onto the recipient email address and checked the Junk frequently.In addition I sent an email to the email account that I was watching and it arrived about 30 seconds after I sent it!

 

The Virgin webpage  told me to contact their Team if there email was not received.However I cannot find anyway of doing so.Can someone please tell me how to get in touch with the relevant team so that I can reset my password?This is not just a  request for personal convenience.Virgin have told me that after many years my inbox with them is 95% full so I have to thin it out.

 

Many thanks.

 

Craibh

    • craibh's avatar
      craibh
      On our wavelength
      7 months ago

      I do have my emaills fro many years, and have not yet got into delete them from the Virgin account.It was to get into taht account that I was resetting my password .

       

      I should have included in my item above that I tried to follow the link at the bottom of the Virgin page which was supposed to be sending a reset of password email to my email account for that address- but that took me nowhere helpful.I also tried phoning Virgin- without success.

    • craibh's avatar
      craibh
      On our wavelength
      7 months ago

      Many thanks.However does not work for me.I have a third party address linked to this account but having watched that third party account online for another hour when Virgin was supposed to be sending me a message at that third party accout- nothing arrived.I tested the third party account and it is working perfectly.

       

      I then clicked the link at the bottom of the Virgin page which was supposed to offer help and the attached shows what I got.How do I find anyone on Virgin on the telephone who is going to help me?

       

      I am concerned that because I cannot get into my webmail to reduce it, Virgin will use that non-reduction as an excuse to do something else unpleasant!

       

      • Kath_P's avatar
        Kath_P
        Forum Team
        7 months ago

        Hi craibh, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've been having issues trying to reset the email to your account. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks,