Forum Discussion

HDM1995's avatar
HDM1995
Joining in
2 years ago

NTL World Email Password Reset

Hello,

I am trying to help my mum out resetting her email password - she has continued to use her original @ntlworld.com email from way back and has only ever had access to this email address through the Apple Mail app on her iPhone.

Unfortunately, there was some kind of error in the Apple Mail app and she was signed out. She has attempted to sign back in but is unable to do so as she has forgotten her password for her email address.

I have tried to access her mailbox through the Virgin Media online portal but this was met with an error message saying that her emails cannot be displayed.

She has a number of very important emails that she quickly needs to gain access to - She does not have a linked/related virgin media email account and has no other email accounts. This email address is also the one she has used to sign up to everything in her life (banking, subscriptions etc), so not having access is a major issue/headache for her.

My question is, how do I go about recovering her email NTL World email account? I am reluctant to do anything until I have the process confirmed because I’m nervous about somehow permanently locking her out of her NTL World account (I’m aware that VM stopped supporting NTL World email addresses or something?).

Any help would be enormously appreciated. She’s older and not tech savvy, so this has left her in a bit of a state as she’s about to go on holiday for 3 months (she’s retired) and almost all of her bookings, hotels and travel details were made using her NTL World email account which she can’t access now. 

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  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 years ago

    Hi HDM1995 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problems you've been having and the impact it's had on your mother 😔

    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.

    Regards,
    Daniel

    • gramus100's avatar
      gramus100
      Joining in
      8 months ago

      Hi, my mother-in-law in in exactly the same situation - could you help me too please?

      Graham

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        8 months ago

        Hi there gramus100 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        If the Broadband account the email is linked to is in your Mother in Law's name then we would need to speak directly to her in order to access the account. 

        We would recommend either she call us on 150/0345 454 1111 or if she can create an account here and create a post herself we will be happy to take a look into this with her.