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Soda-Bread's avatar
Soda-Bread
On our wavelength
2 months ago
Solved

ntlworld.com email not linked to my virgin media account, unable to reset password.

Hello, my email was working until about 10mins ago, when i tried to add it to the ms outlook new version. Its now saying correct password, when I try and use the old outlook and via my phone.

I've tried to reset the password but its coming up with an error, "Please ensure you provide the email address you use to sign in to My Virgin Media"  When I log into the mail account, my ntlworll.com email is not in the list.  I unstand this seem to be a common issue.  Could someone IM me, and reset my pasword. Thanks Sean

  • Molly_T's avatar
    Molly_T
    2 months ago

    Hi Soda-bread 👋. Welcome back to the community forum! Thanks for posting. 

    Sorry to hear about these difficulties with your email access. When you were setting up the email address on the new outlook did you follow the instructions outlined here 👉 https://www.virginmedia.com/help/broadband/manage-email-settings in the section titled 'How to set an app password to use an email app' ?

    I will also send you a PM to confirm a few details and see what's happening on our side, so we can help get the mailbox unlocked for you. You can find this in your Inbox 📩 in the top right corner of the page. 

    Thanks for your patience in the meantime! 🌞

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  • Soda-Bread's avatar
    Soda-Bread
    On our wavelength
    2 months ago

    Apologies for the spelling errors in my post.  I was getting frustrated so it was done in a hurry. 

    • Soda-Bread's avatar
      Soda-Bread
      On our wavelength
      2 months ago

      Good morning, just some clarification.  I have an existing virgin media account, which I've had for many many years.  I have two logins "my virgin media" the main account, using my gmail.com account, and a secondary account using a virginmedia.com account.  Both of these logs in ok.  The ntlworld.com email account doesn't appear on the main account anywhere ??  The ntlworld.com account locked out two days ago, I managed to reset it ( sorry I can’t remember how).  It locked up again yesterday when I tried to add it to my work laptop onto the new version of outlook. I suspect the work laptop, locked the account somehow, when it was checking for additional security.  I tried again to reset the ntlworld.com account, but it's not showing the error " Please ensure you provide the email address you use to sign in to My Virgin Media" I hope it’s because it’s not connected to the main account and it’s just locked up...   Any help would be gratefully appreciated. Sean

    • goslow's avatar
      goslow
      Alessandro Volta
      2 months ago

      It can take several days for a VM person to reply to each topic.

      Have you left VM and returned again at some point since the ntlworld email address was originally created?

  • Soda-Bread's avatar
    Soda-Bread
    On our wavelength
    2 months ago

    Hello goslow, thank you for your reply.  No I've been with VM since the start when it was ntlworld, many many years ago.  The email was working fine until Monday, when it just refused to connect to the server,  I managed to reset it somehow.   I didn't go through myvm. Now it's locked again and I have no method to reset the password.  I am actually moving my mail into a outlook.com account but that will take some time.  But I really need to access my ntlworld account account,  just so I can slowly exit.  

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Soda-bread 👋. Welcome back to the community forum! Thanks for posting. 

      Sorry to hear about these difficulties with your email access. When you were setting up the email address on the new outlook did you follow the instructions outlined here 👉 https://www.virginmedia.com/help/broadband/manage-email-settings in the section titled 'How to set an app password to use an email app' ?

      I will also send you a PM to confirm a few details and see what's happening on our side, so we can help get the mailbox unlocked for you. You can find this in your Inbox 📩 in the top right corner of the page. 

      Thanks for your patience in the meantime! 🌞