ntlworld.com Email password reset

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MikeW29 wrote:

My wife has an old ntlworld.com email account that was created many years ago. 

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Is that email account now linked to your current VM broadband account? If not, VM may be in the process of deleting it as an "orphan account". VM are having a purge on deleting email accounts that are not linked to a live broadband account. They have sent out emails to the affected email accounts but you may have thought it was a scam email.

It appears that her email has been hacked and we are being prompted to re-enter the password to gain access.

It is possible that someone has hacked the account. However it sounds as if you are trying to access the email account via an email app or client and that VM have simply blocked the account for some reason or there it may be there issues with the app. When email apps fail to authenticate with the mail server for any reason they usually default to asking you to re-enter the password even if the problem lies elsewhere.

Have you tried accessing the email account via the VM webmail service https://mail2.virginmedia.com/ ? That would confirm whether the problem is with the account itself or the email app or client you are using.

How can we change the password so we can access the account?

That is more complicated than it used to be because VM now insist that you have a non VM email address (such as Gmail, Outlook,com, Yahoo etc) as your VM account username. That will not change the ntlworld email address - just the username you enter to access the account,

To reset the password and change the username of the ntlworld account:

• Sign into the My Virgin Media account (MVM) using your wife's ntlworld address as the username and the existing email password. You can do that from here https://www.virginmedia.com/my-virgin-media 
• Once signed in click on Account settings  then click on My Virginmedia Account details
• Then click on Edit to the right of "Password"

At that point you will be asked to supply a non VM email address. Just follow the instructions.

Once you have reset the password that should allow you to sign into the VM webmail account but you will need to enter your non VM email address as the username rather than your virgin.net address.

If you are using an email app such as Outlook to access the email account you will need to use a VM "mail app" password. You can generate that in the MVM account at the same time as resetting the password.

It will be in the format "word-word-word-word" and you need to update the email account settings for this ntlworld account in the email app to use the new mail app password but keep the full ntlworld email address as the username.

Coenoby