Forum Discussion

Jeni's avatar
Jeni
Superfast
2 months ago

Unable to access email

I have just tried to access my ntl email and the system says it does not recognise this account.  It was working yesterday.  I have transferred most of my emails over to a gmail address but there are still a couple of sites that I have been unable to change, including our VM billing.  I have tried to log in with my gmail address and hit a problem with verification.  The system likes my gmail address but wants a second email address - doesn't recognise the ntl one, or I should use a text to my mobile - I don't have one - or I should use face recognition or fingerprint, which is not on my main PC.  We don't all have mobile phones you know!

Can anyone suggest a solution please?

5 Replies

  • Jeni's avatar
    Jeni
    Superfast
    2 months ago

    Further to the above - I have now managed to access ntl email and our VM account - but I had to borrow a mobile phone to do it!  I now have been give an account recovery code - great - but it kept wanting me to join my O2 mobile account, which as previously said I don't have.

    Thought new technology was supposed to make things easier!!

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey Jeni, thank you for reaching out and we are sorry to hear about the account issues.

      Just to confirm do you have an O2 account at all?

      Are you getting any error messages / codes? 

      • Jeni's avatar
        Jeni
        Superfast
        27 days ago

        Hi Matthew

        Sorry only just seen your reply.  No I don't have an O2 account - I don't have a mobile phone at all.  I have not been getting any furthe error messages or codes and can now read the few emails sent to my ntl email. I am now not generally using this for much - but there are a couple of contacts that I have been able to change to my gmail account so I just check it occasionally.  You reply went there too, hence the delay!