Forum Discussion

grahamkeen's avatar
grahamkeen
Tuning in
3 months ago

NTLWorld login on web and via app.

Hi,

I have had an NTLWorld email account for many, many years. I use it regularly but from MS Outlook rather than via the VM website. This morning Outlook said it was getting an error synchronising.

I logged onto the VM site with my NTLWorld email and password and was told that one was incorrect. I then entered my email and tried to reset password; The message said no such user.

I then sent an email to my NTLWorld email from Outlook with a delivery receipt request; that was issued so my account must still exist, however I cannot retrieve the email.

My account seems to be in limbo somehow, existing but not really.

Has anyone any suggestions as to what to do next ?

Thanks, Graham.

 

Blocked account
disabled account
  • coenoby's avatar
    coenoby
    Very Insightful Person
    3 months ago
    grahamkeen wrote:

    I have had an NTLWorld email account for many, many years.

    The big question is whether you have a live VM broadband account.

    If not, according to VM's broadband terms and conditions, 90 days after that broadband account was closed VM should have deleted any NTL / VM email accounts that were linked to it. Sadly they rarely seemed to do that and just let the accounts carried on.

    However, they stopped issuing new email accounts in May 2022 and since then they have started to catch up with closing down email accounts not linked to a VM broadband account..

    If you are still a VM  broadband customer then the Forum Team (VM staff who support thsi forum) can help you. However, if you are not a broadband customer then all they can do is to ensure that the email account is fully deleted. From what you are seeing with your test message, it seems as if VM have removed access to the VM webmail account but the mailbox itself is till open. Once it's fully deleted any emails sent to that address will get a non delivery response back.

    One of the Forum Team will contact you in the next day or so.

    Coenoby

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    Get yourself a new email account with a reliable provider. Hopefully you will be able to access this account now, but VM are making it very clear that they have lost interest in email. 

  • grahamkeen's avatar
    grahamkeen
    Tuning in
    3 months ago

    Thanks,

    I already have several email accounts, but I keep the NTL address for use with particular jobs. I am no longer a VM customer.

    Graham.

    • coenoby's avatar
      coenoby
      Very Insightful Person
      3 months ago
      grahamkeen wrote:,
      I am no longer a VM customer.

      In that case, as I posted earlier, I'm afraid that there's no way either you or VM can reactivate that NTL email account.

      One of the Forum Team will still contact you via this thread but all they can offer is to make sure the account gets fully deleted.

      Coenoby

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hey grahamkeen, thank you for reaching out and I am sorry you are having some issues with your email.

      If you don’t have an active Broadband service with us, then we are very sorry, we can no longer support your email, as per our Terms & Conditions. You need to seek an alternative email provider. New email accounts can be set up in minutes, with providers such as Gmail, Outlook, iCloud.  We highly recommend you forward any important emails from your Virgin account to your new inbox. Cheers 

      • grahamkeen's avatar
        grahamkeen
        Tuning in
        3 months ago

        Thank you, but how do I forward important emails if I can't login ?

        Graham.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      3 months ago

      This is very likely, if you would like further clarity on this we would need some account details from you in a private conversation. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

       

      Thanks.

       

      Sabrina

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

    Do you have any backups, e.g Archived PST’s or if using IMAP any ost files that may be recoverable from your PC?