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:
- Click on this link https://www.virginmedia.com/my-virgin-media
- It will open a screen to sign into the My Virgin Media account. Click on "Sign In"
- Enter or select your wife's Ntlworld.com email address
- Click on "password" in "Forgot your password?"
- That will come up with a screen "Reset your password". Enter your wife's email address again if necessary and click on "Continue"
- Then enter a completely new password when prompted.
- To play safe leave it at least 20 minutes and see if your wife can sign into the email account with the new password and access the emails and contacts.
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