Forum Discussion

gaye380's avatar
gaye380
Joining in
11 days ago

No access to ntlworld.com email address

I have a My Virgin Media account, with a gmail address to access it. However, the ntlworld.com email address associated with it is my husbands ntlworld.com email.

Virgin Media are unable to link MY ntlworld.com email address to this My Virgin Media accout, despite my being the Account Holder.

I last used Thunderbird (email client) to get my mail on 7th July. However since then I am unable to access my email. This is really a HUGE issue.

When we tried to 'verify another way' VM sent a link to a completely unknown (to us) Hotmail account! Might this mean that VM have given access to someone else?

3x 2hr calls to VM Help have still not sorted out my access.

Any help would be most grateful, as VM can't (or won't) sort this out.

9 Replies

  • gaye380's avatar
    gaye380
    Joining in
    5 days ago

    Hi Sabrina.

    I wonder if there is any resolution to my similar problem?  The case number is  P013141822 and I have spent over 5 1/2 hrs on the phone to customer care over the last 3 weeks. I last managed to download my ntlworld emails on 7th July but nothing since! I'm disgusted with VM's treatment of loyal customers.

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      3 days ago

      Hi gaye380 thanks for getting back to us.

      Sorry to hear that your issue with being unable to access your email address is ongoing. And sorry for any inconvenience this may be causing. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

  • gaye380's avatar
    gaye380
    Joining in
    5 days ago

    Hi Martin_N.

    I wonder if there is any resolution to my similar problem?  The case number is  P013141822 and I have spent over 5 1/2 hrs on the phone to customer care over the last 3 weeks. I last managed to download my ntlworld emails on 7th July but nothing since! I'm disgusted with VM's treatment of loyal customers.

  • gaye380's avatar
    gaye380
    Joining in
    5 days ago

    Hi John.

    I wonder if there is any resolution to my similar problem?  The case number is  P013141822 and I have spent over 5 1/2 hrs on the phone to customer care over the last 3 weeks. I last managed to download my ntlworld emails on 7th July but nothing since! I'm disgusted with VM's treatment of loyal customers.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 days ago

    If you have your own VMO2ID which mailbox is it linked to? You should be able to login via Webmail to access? 
    If you ever do get access I strongly suggest you migrate your email to another service that is not tied to an ISP.

    I moved my NTL mailbox some time ago and never looked back.  Once it was working for a while I had VM permanently delete my old NTL one.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 days ago

    Could be wrong, but have you setup your new VMO2ID yet?  Part of that process allows you to tie it to a VM email address.  So in theory, you should be able to point your VMO2ID to your ntlworld email?

    • gaye380's avatar
      gaye380
      Joining in
      11 days ago

      HI.

      I think that this is the issue. My husband set it up using his ntlworld email address.  Now, despite both having VMO2 ID's we can't swap the ntlworld emails. Mine is still inaccessible, and nothing VM have made us do has worked. He's happy to lose his, as he migrated over a year ago, and we suggested to VM that they do it, but they can't! They can't even put a forward onto all my emails so I could migrate to my gmail. There's a case opened for me P013141822, but VM keep saying 'another 3-5 working days'. They have said it 3 times now. My fear is that my email has been deleted..

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        9 days ago

        Hey gaye380,

        Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your email account at the moment. 

        Have you had any further update from the support team since you last posted? 

        Kind Regards,

        Steven_L