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DGL52's avatar
DGL52
Settling in
23 days ago
Solved

No notice of closure of NTLWORLD Email

Hello.

I had an ntlworld email account for many, many years and when I moved my broadband supplier away from Virgin nearly a year ago I specifically asked Virgin Customer Support if moving supplier would impact my email account and was told no! 

For many months that assurance was true, but suddenly on a Sunday afternoon some two weeks ago the account, which had worked that morning, stopped working. I had received no notice of closure so had made no arrangements to transfer my email address and this has caused absolute chaos.

I have spent hours and hours going through security hoops to move accounts that I would have moved with ease if I had known I had to - but there was no reason to disbelieve the assurance I had been given that my email account was safe and I received no notice of closure.

Despite spending two hours on the phone to Microsoft today I simply cannot move my Microsoft account without access to my old ntlworld account. I also do not know what communications I have missed since the closure.

Can my account be reinstated for just a week so I can properly arrange my affairs? 

  • coenoby's avatar
    coenoby
    15 days ago

    DGL52​ "it is that they closed the account ...........having given me a verbal assurance that my account would not be closed!"

    I have been with VM for many many years, actually it was NTL back then, and  even at that time the terms of my broadband contract said that any email accounts linked to my broadband account would be deleted 90 days after I ended my  broadband contract.  

    So it seems strange that you were given a verbal assurance that your email account would remain open after you moved to BT because that's never been the case. 

    It is true that in reality VM rarely seemed to get round to deleting those "orphaned" email accounts  and in many cases they lingered on for years. 

    However since VM stopped issuing new email accounts back in early 2022 they seem to have started a policy of deleting any email accounts not linked to a paid for VM service.

    See this statement from VM   https://www.virginmedia.com/help/broadband/email-account-closure

    Coenoby

     

16 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    23 days ago

    VM's usual reply on here to this scenario is a flat 'no'. You will need to wait for a VM person to reply and see if they take pity and offer you any help (usually takes a few days).

    Have you lost access via both web mail and via email apps? I think it used to be the case that web mail disappeared first followed by app access sometime after. That might be different now plus VM's security changes make connecting an email app more difficult now.

    • DGL52's avatar
      DGL52
      Settling in
      23 days ago

      Hello. I did not use the app, only web access through Outlook. If I send an email from my new email account to my old, closed ntlworld account I get nothing back, no indication that the account is closed nor the address invalid. 

      I very much hope the breach of trust from being given assurance (albeit verbal) the email account would be untouched by my transfer and the fact I received no notice at all will allow VM to show some pity! After all, I was a good customer for decades! I do not even need access for a week, two days would do!

      • coenoby's avatar
        coenoby
        Very Insightful Person
        22 days ago

        DGL52​ "I did not use the app, only web access through Outlook"

        As goslow as posted, VM have recently added additional security when accessing VM (including Ntlworld) email accounts via third party email apps and clients such as Outlook. That may be what's preventing you from accessing the account via Outlook.

         If you are desperate to get even temporary access to your Ntlworld email account it would be worth at least trying to access it via the VM webmail option on the VM website.

        Enter your Ntlworld address here https://mail2.virginmedia.com/   then enter the account password when prompted.

        It's at least  worth trying that while you are waiting for VM staff to respond. However, even if you can regain access it might enable to resolve your issue with moving your Microsoft account for example.

        Coenoby