Forum Discussion

katrina37's avatar
katrina37
Joining in
12 months ago

Need to reset ntlworld secondary account password

I have a secondary email account which my husband uses as his main mail account. Since yesterday his emails have all downloaded again as unread > 4000! And then even after he deleted them reappeared and then spontaneously disappeared anc reappeared again on his phone. He’s also had some worrying phishing and spoofing emails in his junk box which he deleted that reappeared. He’s worried the account may have been hacked or compromised. I’ve tried to follow instructions online on how to change the passwords on primary and secondary accounts - which I have done successfully a few years ago - but am taken round in never ending circles and never reach a point of even being able to find a change password option. Can anyone help with clear instructions or do I need virgin customer services? We’re both very dependent on our separate ntlworld accounts for work treasons and can’t be without them. 

having same problem
Having same problem. Cannot reset my password
Having same problem. Cannot reset password
  • Kath_P's avatar
    Kath_P
    Forum Team
    12 months ago

    Hi Katrina37, 

    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 your husband is having some issues with his secondary email 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,