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juedoc's avatar
juedoc
Joining in
17 days ago

Reset ntl world email password

My husband has an email address on my NTL world account. He has forgotten his password. His Windows mail has expired and we need the password to convert to Outlook. Can somebody help me with how we change it over because if I click the forgotten password button and put in his NTL world email address it says it doesn’t exist but it does. 

  • Hi juedoc 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns about accessing an NTL world email. 

    There have been some changes to our email service and how you access this. Your primary login email will need to be changed to a third-party email client moving forward, rather than a Virgin Media, NTLworld or Blueyonder email. So if you're still using a Virgin Media email for your Virgin Media login details, this will need to be updated first. If you need to do this follow the steps below on how to generate an app password. Once this is updated, or if this has already been done, you'll need to follow the same steps for the secondary email. 

     

     Sign into your online account through the primary account. Select Account Settings > Select the Virgin Media Mail Settings option > scroll down to the App Password section and click the Generate New App Password button.

     

    •    A pop-up message will appear asking the customer to verify the email address.

    •    You MUST use a third-party email address to continue. You cannot use any VirginMedia.com, blueyonder.co.uk or ntlworld.com address.

    •    A one-time passcode (OTP) will be sent to the confirmed third-party email address.

    •    Multi-factor authentication (MFA) is now required when a customer performs certain actions, such as changing their email password.

    •    Enter the OTP  you've received to verify

    •    Then reset the password of the Virgin Media email account.

    •    After a successful reset,  wait at least 10 minutes before attempting to access the email via webmail or a third-party application (Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.). 

     

    Keep us posted on how you get on and if you need any further assistance, please do let us know.