Forum Discussion

SB2025's avatar
SB2025
Joining in
4 days ago

Seeminlgy locked out of account?

Hello,

I went to check my e mail this morning as I do every morning and for some reason I was logged out of my account, it's always logged in and has never randomly logged out before. I went to sign back in but the passwords I tried didn't work so I clicked on 'forgotten password', I put in my email (which is an @ntlworld.com e mail), date of birth & answer to my security question, double and triple checked everything is correct but it constantly tells me something is wrong and I can't change my password.

All of the info is 100% correct so I'm at a loss of how I can get back into my account? So currently have no access to my e mail or VM account.

Has anyone had the same issue and been able to fix it or could someone provide some help?

TIA!

email
ntlworld
Password Reset

5 Replies

  • Kingc5's avatar
    Kingc5
    Joining in
    15 hours ago

    Sounds easy when you say they can manually change a password. We have spent hours on the phone to virgin where they say they are unable to change the passwords. If you know something that the call centre clearly dont can you please reach out. We have waited over a week and had no call back from the ‘back office’ after weeks of failed attempts to change a password

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 days ago

    Hi SB2025 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with accessing your online account. 

    Just to double-check, do you currently have an active Virgin Media broadband service with us, with this email linked to the active account? If so, does the system not advise registering for a Virgin Media O2 ID when going through the login journey here? 
    If you're going through the steps to register the Virgin Media O2 ID, at what stage does this fail, please? 

     

    • SB2025's avatar
      SB2025
      Joining in
      3 days ago

      Hello,

      Thank you for the reply!

      It's a current broadband & landline service using the ntlworld e mail address, yes.

      When going to the login it's the exact same issue as in my OP sadly, I have to go to 'forgotten password' and it fails at the stage of entering the DOB/security question answer.

      I've signed up for a VMO2ID today using an alternative e mail because someone said it could be worth trying to link the VM account through there but now I have a new issue because when trying to find my VM account on the new ID it asks for the area reference number which I can't find because all of my bills are in my e mail which I can't access.

      It's very frustrating so any help would be much appreciated, thank you

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 days ago

        Hi SB2025, 

        Thanks for coming back to us on this one. We've not been able to locate your account using your forum credentials so are unable to provide the information you need. Please get in touch with the team on 150 / 0345 454 1111 and they'll be able to help get the log in issue resolved by manually resetting the password. They'll also be able to give you your area reference at the same time 😊

        Many thanks,