Forum Discussion

Greenyboi's avatar
Greenyboi
Joining in
12 days ago

Ntlworld.com email not working

Ntlworld.com email of 20+ years suddenly had wrong IMAP password notification on Tuesday 25th November 2025. Customer support put me on to IT who said it does not exist but then found it on old account.  They said would transfer from old account to new account and may take 24 hours  this didn’t happen. rang customer support again and they apologised and said ticket raised and would be sorted  

If it has been closed by virgin media surely it can be reactivated by virgin media and a new IMAP password issued. This is causing a lot of issues for me as I had no notification of this email account being deactivated  

 

6 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 days ago

    If the email is attached to a current VM broadband account, they may be able to help you. If it isn't then they won't help, they are closing down lots of emails like this. It's covered by the conditions you signed up to when you started that email. 

  • Greenyboi's avatar
    Greenyboi
    Joining in
    12 days ago

    It’s the fact customer support and IT both said they could help and could move email from old account to new account. Not given any notice so I can set up another email is pretty poor service. 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      12 days ago

      Unfortunately it's buried in the T&C's I believe.  After 90 days the mailbox is purged. If the mailbox was purged at a later date, I also believe VM don't backup mailboxes for residential contracts.  My old NTL mailbox wasn't deleted, despite several years passing, but I asked for it to be as I moved to another mail provider that wasn't tied to an ISP. Email is not a storage facility and should be archived off elsewhere, just for these reasons IMHO.

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    12 days ago

    Hi Greenyboi.

    Welcome to the Forums and thanks for posting.

    Sorry for the issues with your mailbox. 

    If the team have raised another ticket with the IT team, someone will be in touch as soon as there is an update. 

    Keep us posted.

  • Greenyboi's avatar
    Greenyboi
    Joining in
    7 days ago

    No joy. IT tried they said. Now told it is gone forever. 
    now I have been unable to use virgin tv go since they said they tried. Technical couldn’t help but have escalated so hope to hear sometime soon as use this to watch tv when away with work. 
    not great at the minute. Can’t get emails and can’t watch tv on the go. 

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      6 days ago

      Sorry to hear that the team have been able to retrieve the email address. 
      Have you created a Virgin Media O2 ID? You would need to complete this registration to be able to access things like TVGO and other apps that you would use your Virgin Media login details to access. 
      If you haven't done this, then this might explain the access issues you're having with TVGO.