Forum Discussion

DaveM69's avatar
DaveM69
Joining in
2 years ago

No Ntlworld email or account access

My longtime ntlworld address stopped working yesterday.  My wife was locked out of her account earlier this year for several weeks.  My account is a sub -account and the error states that i need to change my password! I'm already using the app password for my mail client, and I can't log in to access my account through webmail.

This account is my main email address and lot's of business is done through it.  This is yet anotheer poor show from VM.  Can someone please help get to the bottom of the issue.  I'm in the OX4 area.

  • allanwall's avatar
    allanwall
    Tuning in
    2 years ago

    Exactly same thing has happened to me! I have had a virgin.net email address for over 30 years. 2 weeks ago I went to login and got a login error. I could not reset my password without entering a new email address so they could send a verification code. I did this but somehow this new address became my default VirginMedia login but it too hit a login error. After hours (and, in fact, days) of working my way through an automated support system setup to only deal with VirginMedia customers/account holders (which I am not), I got into a chat with someone who said they had fixed the issue and I should be able to login to my virgin.net email after 24 hours. This was not true. Still could not login. 

    My virgin.net email account is my main account. I have a backup btinternet.com address which I hardly use. My wife is severely disabled. I receive important emails regarding doctor and hospital appointments for her as well as invoices for her carers; I also receive all my own health and financial related mail to my virgin address. 

    Due to a medical emergency I was unable to pursue the issue for over a week, but when I resumed I hit the same problems - I could not get access to anyone who could help specifically with my virgin.net email access. Eventually I tried going through the same process as before when they said they had fixed it. I was much firmer this time but was finally rebuffed when they said they could no longer help me the virgin.net email domain was now being managed by BT (apparently this happened a couple of months ago!) and I would have to take up the issue with them!

    I was quite angry at this point. How could VirginMedia do such a thing without first informing the virgin.net users? How could it be done without my noticing some change? If VirginMedia no longer wish to support the .net domain then they should at least give users the opportunity to move their data out to gmail or another provider first, not just cut them off. If I cannot get this resolved then I am seriously considering contacting the Ombudsman and also going down the GDPR route.

    Can anyone help? Are there others suffering the same as me?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Virginmedia do still support the ntlworld and virgin.net email addresses, for subscribers to their broadband service. If you have a Virginmedia broadband account then they should be able to sort this for you. 

    The terms and conditions for the ntlworld and virgin.net accounts made it clear that they would be closed for non-subscribers after a short period, but in VM's usual slapdash way they did not do this, leaving many users to carry on with a free but unsupported service for many years.

    More recently VM have been catching up with this and closing down these old accounts, and because the old T's and C's still apply they have not thought it necessary to send out further reminders. 

    If you don't have a Virginmedia broadband account, this is what has happened to your email. 

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      2 years ago

      Hi DaveM69,

      Thanks for posting and sorry to hear you're having some issues with your email account, we've not been able to locate any details for you, do you still have an active broadband account?

      If so I can pop you over a private message, let me know. As jpeg1 has advised, if you no longer have an active broadband service you would be unable to use the email.

      Alex_Rm

  • AdmiralP's avatar
    AdmiralP
    Joining in
    9 months ago

    This has happened to one of my neighbours who has had a ntlworld email account for years!
    You would have thought that if the "old" accounts were being turned off that VM would communicate the situation  with advice what to do...
    VM must have some idea of what accounts are in use, and just suppose that bthe ntlworld accioubnt is the one that's used as the contact/billing address for a VM customer.
    Sounds like a case of left hand doesn't know what right foot is doing