NTL e-mail Account

Good Morning,

As of yesterday, my ntlworld e-mail account has not been working asking me for my password. Naively, I have only had my e-mail account on my iphone so am unable to use remotely. Despite entering what I believe to be the correct password, I am still unable to access. Does anyone have any ideas please as I'm starting to panic?

Thankyou.

coenoby
7 months ago
SimonR1972 wrote:
I tried speaking with the help desk who could not assist without an account, passed onto technical help who eventually cut me off.
While you are waiting for a response from the VM staff who support this forum it would be useful to know:
1) Do you still have a VM broadband account?
The reason I ask is that VM still support existing email accounts that are linked to a live VM broadband account. So if you still have a VM broadband account then VM do have a responsibility to help you
2) If not, then when was the VM Broadband account closed?
The reason I ask that is because you are allowed to continue to use a VM email account for 90 days following the closure of the broadband account. So if that is the case then VM still have a responsibility to allow you to access the email account.
However, if it has been more than 90 days, then VM will have closed all email accounts linked to the broadband account in line with the conditions that have always been set out in their broadband contracts .
In the past that rarely happened and people just carried on using their old email accounts. However, in May 2022 VM stopped issuing new email accounts and since then new VM customers have to use their existing non VM email accounts. VM seem to be catching uo with these old 'orphaned' email accounts and closing them down,
The whole future of the VM email service is uncertain. The official line is just that VM still support existing email accounts that are linked to a live VM broadband account.
It would be worth you trying to access the Webmail account for this Ntlworld email account on the VM website, (Just on the off chance that the issue is just with the app access to your email account.)
Enter your Ntlworld address here https://mail2.virginmedia.com/ and then when promoted enter the what you believe to be the password. It's a long shot but it might just work.
Obviously, you need to wait for the reply from VM staff. Sadly, based on previous posts like yours, unless there is a live / very recent VM broadband account in the picture, then I am afraid that it is highly unlikely that you will be able to regain access to your Ntlworld email account even temporally.
Coenoby

SimonR1972
Tuning in
7 months ago
So following on from my last post, it seems VM have randomly switched off access leaving me in total limbo. I had no notification of the switch off and are amazed that VM thought this would be acceptable. I tried speaking with the help desk who could not assist without an account, passed onto technical help who eventually cut me off. Over to @virginmedia to confirm this and to advise how I port my existing e-mails over to another account please.
- coenoby
  Very Insightful Person
  7 months ago
  SimonR1972 wrote:
  I tried speaking with the help desk who could not assist without an account, passed onto technical help who eventually cut me off.
  While you are waiting for a response from the VM staff who support this forum it would be useful to know:
  1) Do you still have a VM broadband account?
  The reason I ask is that VM still support existing email accounts that are linked to a live VM broadband account. So if you still have a VM broadband account then VM do have a responsibility to help you
  2) If not, then when was the VM Broadband account closed?
  The reason I ask that is because you are allowed to continue to use a VM email account for 90 days following the closure of the broadband account. So if that is the case then VM still have a responsibility to allow you to access the email account.
  However, if it has been more than 90 days, then VM will have closed all email accounts linked to the broadband account in line with the conditions that have always been set out in their broadband contracts .
  In the past that rarely happened and people just carried on using their old email accounts. However, in May 2022 VM stopped issuing new email accounts and since then new VM customers have to use their existing non VM email accounts. VM seem to be catching uo with these old 'orphaned' email accounts and closing them down,
  The whole future of the VM email service is uncertain. The official line is just that VM still support existing email accounts that are linked to a live VM broadband account.
  It would be worth you trying to access the Webmail account for this Ntlworld email account on the VM website, (Just on the off chance that the issue is just with the app access to your email account.)
  Enter your Ntlworld address here https://mail2.virginmedia.com/ and then when promoted enter the what you believe to be the password. It's a long shot but it might just work.
  Obviously, you need to wait for the reply from VM staff. Sadly, based on previous posts like yours, unless there is a live / very recent VM broadband account in the picture, then I am afraid that it is highly unlikely that you will be able to regain access to your Ntlworld email account even temporally.
  Coenoby
goslow
Alessandro Volta
7 months ago
Are you no longer a VM broadband customer?
If your VM email accounts are not linked to an active VM broadband subscription, VM can/will delete them. In theory you have 90 days from when your broadband was disconnected.
SimonR1972
Tuning in
7 months ago
I appreciate the advice. In response to some of the queries, confusingly I have held my ntlworld e-mail account for over 20 years although I haven't been with VM for the past 4-5 years so am finding the 90 day period from disconnection very strange. I have tried the webmail link and entered my password without any success so am guessing VM have eventually caught up with me although having no prior notification of closure and no process for porting my e-mails, I will be investigating ways of reporting VM to the Ombudsmen.
- Gareth_L
  Forum Team
  7 months ago
  Hello SimonR1972.
  
  Sorry again for the loss of your email account.
  
  I could take a look and see if it's possible to allow temporary access do you can move all our contacts/important emails to a 3rd party account.
  
  First though can you please check your email here If the classification shows a red square then it will not be possible.
  
  If it is green then we may have a chance.
  
  Please let me know how you get on.
  
  Gareth_L
  - SimonR1972
    Tuning in
    7 months ago
    Hello Gareth_L,
    Could you please confirm that this is an authentic post officially from VM? Considering the fragile status of my ntlworld e-mail account, I do not wish to have the extra worry of being hacked. The link you posted takes me to verifalia, an e-mail address validator.
    Thank you.
goslow
Alessandro Volta
7 months ago
In the past, VM has been very lax and inconsistent about deleting the accounts. Some email accounts lived on for many years/decades after the customer had left.
Now VM is clearing out these legacy accounts and is doing so at a rate of knots.
I would suggest reporting to the ICO rather than the ombudsman. Also try OFCOM under its 'Fairness for Customers' commitments.
VM may well have the 90 days written into its T&Cs but IMO if they let the accounts live on for years afterwards then they owe the customer some kind of notice before deleting accounts.
jpeg1
Alessandro Volta
7 months ago
VM have really messed up with 'orphaned' emails. If they had actually applied their own rule and cut off the emails after 90 days, everyone would know where they were.
As it is we have some people who are shocked to lose their email after many years' use. And we have others who are suffering scams and threats from hackers on email accounts that they thought had been closed when the left.
It's been lose - lose.
pure-skill
On our wavelength
7 months ago
Try enabling authentication.
Username: your email
Password: (you might need to generate app email password in VM account online)
It's been suddenly changed last few days.

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