My wife after being in hospital for 20 days came home and found that her ntl.com address deactivated, all her contacts were saved on this , we have spoken to several people at virgin who think that we are all computer wizards which am not, all my wife's contacts were on this, can you help us.
Firstly and most important, are you still paying users of VM Broadband? If so, then access to your mailbox should still be possible. It's more likely you need to setup a 3rd party email address to access VM mailboxes as per the earlier security changes.
Hopefully a VM Mod will pick this up and discuss with you in a day or two.
Forum TeamHi Colin2628,
We're very sorry to hear your wife has been unable to access her email account.
How have things been since posting please?
Is her ntl email account linked to an active broadband account with us?
Please pop back to us when you can.
My email address still available, when talking to virgin media there think all of us are computer wizards am not.
Unfortunately without some very basic information it's very difficult to help. No one here can look over your shoulder to see what you can see.
The first and most important question is, are you using Virginmedia broadband / wifi?
My wife email still does not open, mine as the primary still opens but hers as secondary does not, will not recognise her address or password
Forum TeamHi Colin2628,
Thanks for coming back to us on this one. We're sorry to hear you're still having issues. The steps needed are only once that can be followed from your end I'm afraid. It's not something that we can do on your behalf.
As you're having trouble following the steps, it would be best to give the team a call on 150 / 0345 454 1111. They can talk you through things step by step that way.
Keep us posted on how things go.
Many thanks,
Colin2628 "several people at virgin who think that we are all computer wizards which am not"
Ok, I'm no a member of VM staff but lets see if there's a more detailed step by step guide of the advice already given by Gareth_L:
See if that allows you to regain access to the account.
However, just to let you know, those steps may not work.
I suspect that it will be necessary for you to set up some additional security on your wife's account. VM have introduced a couple of new requirements in the last year or so and you will need to set those up if you have not already done so. The new requirements are:
a) Setting a non VM email address (such as a Gmail or Yahoo email account) as the username to the VM account. The VM email address and account will remain unchanged but in future you will need to enter the non VM email address as the Username to access the VM account
b) Generating a Mail app password to use when you access the email account via third party software (such as Microsoft Outlook) rather than using the VM webmail service on the VM website.
Post back how you get on with the steps 1 - 7 above and if necessary the forum can give you the additional steps you need to take to set up that additional security (listed in a and b) on your wife's email account. That will then enable your wife to regain access to the Ntlworld email account.
Coenoby
