NTLWORLD.COM Email Password Reset
Hi, I have suddenly had my NTLWORLD email saying that my password needs resetting. I have tried following the instructions online but due to the account being old I don't have a security question t...
Forum Discussion
asn22 wrote:Hi,
I have suddenly had my NTLWORLD email saying that my password needs resetting. I have tried following the instructions online but due to the account being old I don't have a security question to answer and therefore it just shows as blank.
Don't know if this is the Security answer they want but if you can sign into your My Virgin Media account and then,
Click on Account Settings, Account Details, then scroll down to Telephone Security Details (memorable word), and click on Edit.
You can then set a new security answer.
Thanks but sadly it is not the email account I sign in to my virgin media account with. It is an email that relates to an old account but this email has now been linked to my new account.
Spent another 1.5hrs on the support line to try to get someone to help. Got bumped up to Tier 2 technician to only get bumped back down again. Absolute p*ss poor technical support from Virgin. Have now set up a new email address and accepted defeat. Spending more time on the phone to Virgin when I am better spending the time to move everything over to another email address. Good luck to the number of others on the forum with the same problem. Perhaps Virgin don't want to make it easy for us and therefore we move on. It's been 5 days now without email and I can't wait another "5 days" (quote from technical team today) for this to get resolved!!!!!!!!!
Hey asn22, thank you for reaching out and we are are so sorry to hear about this, also a warm welcome to the community.
We understand this is frustrating but IT tickets can take 5 working days sometimes longer to resolve, please do not worry the team will be working on a fix for you.
Hi Matt,
Thanks for the response but this problem is bigger than you! Virgin management need to get their act together or face losing people. I have been a customer for 20 years.
1) Your technical support struggle to understand English in most cases. Not their fault as it isnt their native language. Its managements fault as I get it is cheaper to have help desks outside of the UK
2) Virgin have given no notice to people that their email would not be supported and that the NTL World would be discontinued. Not difficult to email people to pre warn them
3) In terms of the technical 1st level I felt they just were not empowered or had access to my email account to change the email password. They kept trying to change my password on my VM sign in account which has a different email address. I just felt they had no idea how to resolve this issue
4) The team on 2 occasions promised to call me back in 2 days - neither occured which either means the problem wasnt fixed or they had forgotten or they were busy. Either way they should have managed my expectations
5) I cannot wait 5 days when I am in the process of arranging a mortgage and therefore need to speak to banks/ solicitors via email. There is no sense of urgency with the team. I get if you are not resourced to manage the level of technical issues but again this is managements issue not yours or advisors
6) I was told on one occasion to call your Tier 2 technical team on 0800-0147398 which I would have to pay for if I wanted to resolve the issue. What, I have to pay!!!!!!
7) I have now moved my email over to another provider as I cannot wait any longer. This was a pain when you have used the same email for 20 years!!!!!
Matt, I just don't think senior management at Virgin will care. There is no income stream coming from email accounts and therefore is just a drain on profits to maintain the servers for people like me. Sadly though I have been a broadband customer with you for 20 years and perhaps they should have thought of that!!! Again they may not care :). As a customer we always have a choice
