Forum Discussion

Alex_Rowland's avatar
Alex_Rowland
Joining in
12 months ago

NTLWorld email password reset

Hi,

Please could someone help me access my ntlworld email.

I need to reset the password but the email is no longer recognised when I use the 'Forgotten your password?' page.

Thanks

Alex

  • Robert_P's avatar
    Robert_P
    Forum Team
    12 months ago

    Hello Alex_Rowland

     

    Sorry to hear of the problems resetting your email password, we appreciate you raising this via the forums.

     

    When you try the 'Forgotten Password' link do you get any error messages? Can you confirm if you have active Virgin Media services? If not, was the disconnection over 90 days ago as it may be the account has been closed as per our Terms and Conditions.

     

    To be eligible for an email address, you need to have active services. If they are disconnected the email address may be closed after 90 days but it can be longer depending on when the automation checks.

     

    Rob

    • Alex_Rowland's avatar
      Alex_Rowland
      Joining in
      12 months ago

      Hi Rob,

      Thanks for the reply.

      Yes, the error was incorrect email and/or password. 
      Yes we do have an active VM service. 

      Thanks

      Alex

      • Steven_L's avatar
        Steven_L
        Forum Team
        12 months ago

        Thanks for coming back to us Alex_Rowland, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L