Forum Discussion

mojo280776's avatar
mojo280776
Joining in
8 months ago

ntlworld email problem on phone but ok on PC

Hi 

 

I hope someone could help me please.

I have 2 NTLworld email addresses but they have stopped working, they are asking for my password but it says its incorrect so I try to reset the password and then it says on both e-mails that they don not exist.  this is on my android phone via the outlook app and also on my laptop but I can still send a recieve the email via my pc.  can you help please.

    • mojo280776's avatar
      mojo280776
      Joining in

      Yes I am, but both email addresses were set up back in 1999 and I have since let the partner I was previously with, but I do still have VM Broadband where I am now.

  • goslow's avatar
    goslow
    Alessandro Volta

    If you log into 'My Virgin Media' (which you use to see bills, contract info etc. for your VM package) you should be able to check if your problem email addresses are still associated with your current VM broadband.

    I don't have access to VM any more so I am lifting the following from another topic but ...

    Sign into the 'My Virgin Media' account and go to: account settings>account details> bottom of page under my other VM accounts.

    Do you see all of your VM email addresses listed there (which would indicate they are still associated with your VM current broadband account)?

  • goslow's avatar
    goslow
    Alessandro Volta

    In which case it sounds like they may be 'orphaned' (i.e. not linked to a/your current VM broadband account) and may have been deleted by VM.

    You will need the help of the VM forum team who should normally reply here within a few days.

    • mojo280776's avatar
      mojo280776
      Joining in

      So  do i just need to leave this post as active and they will automatically reply?

       

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        Hi there mojo280776 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you are experiencing this issue with your email and thank you to our community teams for their help. 

        If the emails are no longer showing on the My Virgin Media account then it is likely the emails have been deleted in which case we would not be able to retrieve them, but I am more than happy to check this via a private message.

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • goslow's avatar
    goslow
    Alessandro Volta

    Correct. You should normally get a reply from the VM forum team within a few days.