Forum Discussion

Kielkob's avatar
Kielkob
Joining in
2 years ago

NTL World email address access

I've had my ntl world email address for about 25 years. This week Microsoft have asked me to verify the account now I need to reset the password but I'm unable to do this without a VM account. What h...
Matthew_ML's avatar
Matthew_ML
Forum Team
2 years ago

Hey Kielkob, thank you for reaching out and a warm welcome to the community  I am so sorry to hear this.

As mentioned above you do need an active Virgin Media account if you haven't got a account with us no more emails are normally deleted 90 days after leaving us.

Please do let us know. Cheers 

  • Kielkob's avatar
    Kielkob
    Joining in
    2 years ago

    Hi Matt, when we moved there wasn't an option for VM for our area. It's about 4 years since we had a VM account so do not understand why I lost connection now? Is there a way of checking if the account has been deleted?

    Thanks

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi Kielkob, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Thank you for your support Graham_A 👍

      Regards,
      Daniel

    • PB26's avatar
      PB26
      Tuning in
      2 years ago

      Hi @Kielkob

      I am having the same issue as you. Email account closed overnight without any notification. No longer a VM customer so difficult to access support. 

      Would you mind me asking if you were able to find solution? Many thanks

      • Megan_L's avatar
        Megan_L
        Forum Team
        2 years ago

        Hi PB26, 

        Thanks for using the Community Forums to get this issue with your email looked into, I am sorry that it has been deleted now that you're no longer a customer - However, this is the normal process unfortunately. 

        We're not able to get these emails reactivated once they have been closed down after 90 days of your home disconnection. I am aware the Original Poster had their email for over this time period, but this is just due to some emails slipping through the cracks, all emails that are connected to a former account will be closed down eventually.

        We also send out notification about the closure of your email before this happens, but we are sorry if you missed these or did not receive them.

        Once again, we are sorry this cannot be undone due to the email being disconnected 😥

        Thanks,

        Megan_L