Forum Discussion

NHKviewer's avatar
NHKviewer
Tuning in
26 days ago

NTLworld acct. gone

I am livid. Instead of getting to the e-mail acct. tonight I was put through the "Sign in or register for Virgin Media O2" process.

Having to do new password. Is that the ID spoken of, or what is this ID?

Ending up with info page making no mention of any ntlworld.com acct.

I did not leave Virgin. My bank authentication codes are sent to that address and I'll be in serious trouble now I can't access them. Rent, Council Tax, web payments - this is outrageous.

Can you sort this out or must it be done on phone?

This has wasted hours, I am so disgusted. Customer since '97!!!!!!

Recent bill said I'd made changes - but I HAD NOT.

5 Replies

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

    NHKviewer​ 

    I don't know if this is the "info page" you mentioned https://www.virginmediao2.co.uk/help/identity/register-or-sign-in but it's their best explanation of the major change to their account sign in process  that I am aware of. It takes you through the process of setting up a VM02 ID for each of your email accounts.

    "no mention of any ntlworld.com acct"

    When VM refer to a "Virgin Media email account" they are referring to all the domains in their portfolio so:

    • virgin.net
    • blueyonder.co.uk
    • ntlworld.com
    • virginmedia.com

    They all run on the same platform and use the same sign in process. 

    However, you need to be aware that VM stopped issuing new email accounts back in early 2022 and since then new VM customers have not had the option of having VM email accounts. 

    VM also seem to have started closing down email accounts for all the above domains if they are no longer linked to a VM broadband account.  See here https://www.virginmedia.com/help/broadband/email-account-closure for their announcement of that policy.

    As a result the number of VM email accounts is steadily falling and the future of the VM email service is unclear.

    Switching to using one of the many excellent free non Internet Service Provider email services is something that you should be looking to do.  https://www.lifewire.com/best-free-email-accounts-1356641    Certainly you will need to do that if/when you switch broadband providers.  

    Coenoby

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    25 days ago

    At the "sign in or register" page you should have entered the ntlword email address concerned (or your third party username if you have set one) together with the account password.  There is no requirement to set a new password.  You should then be asked to add a backup email address as well as a mobile number, if you have one.  This will set up the new VMO2 ID for the account.

    • NHKviewer's avatar
      NHKviewer
      Tuning in
      25 days ago

      That is NOT TRUE. I did enter the ntl e-mail add. and password.

      I WAS then required to make a new password. Returning after backup e-mail msg link I end up required to create passkey or get text.

      Neither of which of course are possible without a mobile phone.

      This is just outrageous. ''A mobile number if you have one' ?

      As if it was fine if you don't?

      No I don't have a mobile. I pay you £86 a month for TV, BB and LL but you now kill my e-mail acct. because I have no mobile. 

      How do you get away with this despicable prejudicial exclusion?

      There needs to be a law preventing such pervasive exclusion, it is Evil.

      I don't appreciate you lying about the process on top of this Massive Insult.

       

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

        NHKviewer​ "I don't appreciate you lying about the process on top of this Massive Insult."

        I am sorry you feel that way. However, this is the Virgin Media Community Forum as it says on the opening page: 

        That means that Graham_A​  myself and most of the people who post replies on this forum are VM customers not VM staff.

        Graham and I only post here to help by giving advice to other posters based on our experience of using VM. 

        For what it's worth, my understanding is that when setting up your VM02id you only need a non VM email address OR a mobile phone number to verify your VM account. However, I have never actually tested that.

        Virgin Media staff do support this forum and one of them will contact you, hopefully later today but depending on their workload it may be tomorrow.

        Just so you know, VM staff who post here all have the red Virgin infinity logo to the left of their forum name and the words "Forum Team" after their name. 

        Or you can of course contact VM support direct on  0345 454 1111 (free from a VM phone).

        Coenoby