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CMB64's avatar
CMB64
Just joined
3 days ago

ntlworld email login problems too

My ntlworld email is a secondary account to the main account set up by my late husband and I still have access to the main account as I took it over when he died. Yesterday morning, 28th May, at 09.01 BST I lost access to any new emails of mine on every device I have, including directly throught the Virgin Media website, and when I look at the settings on the Virgin Media email accounts page it says that for my account, 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.'

I have no way of knowing which piece of information is wrong, so I don't know what I am supposed to be trying to change. Counting the dots in the password box I suspect it might be that as the number of dots doesn't match the number of characters in any passwords I currently have or may have used in the past, but I simply don't know. I don't want to mess with changing anything else in case I make the problem worse. I've spoken to the Virgin Media helpline, which wasn't helpful, and I am supposed to be waiting for a call back 'in the next 3 or 4 days' to help me resolve this issue. 

My ntlworld email is my main email account (at the moment) and I need to be able to access it as a matter of urgency as I'm waiting for important and time-critical information to be emailed to me. I am deeply concerned and getting a little frantic.

Can anyone help/advise? 

5 Replies

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

    Firstly and most important, are you still a paying customer of VM Broadband services?  If not, after 90 days VM can purge mailboxes from non paying users.

    Also there is no "secondary" mailboxes anymore, VM have changed this for security reasons.  Every mailbox now needs a 3rd party email address, e.g. Gmail, to be able to logon to "My VM" and access Webmail.

    https://www.virginmedia.com/help/broadband/manage-email-account

    However, it may be best if you just wait here a day or two for a VM Mod to pick this up and discuss with you.

  • CMB64's avatar
    CMB64
    Just joined
    3 days ago

    Yes, I'm still a paying customer of VM Broadband services and yes, I have a 3rd party email address for logging on. It's my ntlworld address that's secondary to the home account and was working fine until just after 9am local time yesterday.

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

      Okay, so when you logon to "My VM" with your Gmail account and access Webmail, which email address do you see, or is there no mailbox present?

      • CMB64's avatar
        CMB64
        Just joined
        3 days ago

        I see two email addresses - my late husband's email and my secondary email. His mailbox is continuing to receive junk but as of yesterday morning my mailbox is not showing any emails. It's when I go to check the settings for my address that I get the notice 'The entered credential or authentication information does not work or are no longer accepted by provider. Please change them.'