Forum Discussion

MarkLafrenais's avatar
MarkLafrenais
Tuning in
6 months ago
Solved

Unable to access my main email account

I logged in this morning to send a saved draft message on my ntlworld email account. Instead of sending I got the message that my Virgin Media Mail account is currently unavailable. https://www.virginmedia.com/help/virgin-media-mail-unavailable I followed the steps but the system now does not now recognise my email account at all, trying to send me to an account that has not been in daily use for many years. There appears to be no way to contact Virgin by email, digital messaging or telephone. Perhaps you can show me how to find help with this? Many thanks.

 

  • Hi MarkLafrnais,

    Thank you for your post. We're sorry to hear about the issue with your email address. 

    We can certainly take a look into this for you. I will private message you now. 

    ^Martin

  • silverpulser's avatar
    silverpulser
    On our wavelength

    I cannot login to my email as the login doesn't recognise my email address or password.

    I tried clicking that I have forgotten my email and password and I filled out the request for my birth date, VM account number and area code. It responded with "We've found an email and address linked to your account. The email address that is shown is not one that I recognise. 

    Have I been hacked and how do I recover my account?

    • Nathan_B's avatar
      Nathan_B
      Forum Team

      Hi there silverpulser 👋 Welcome to our forum and thanks for your post 😊

      Sorry to see you've been having issues with accessing your emails. We can see you've spoken to the team since posting this. Have they been able to support?

      If you need any further help. Let us know, we're always happy to help.

      Regards

      Nathan

      • silverpulser's avatar
        silverpulser
        On our wavelength

        Unfortunately not. The very kind and patient lady said she had changed my password but after repeating it to her to confirm I had got it correctly it failed when I tried to login on any of the machines available to me, both Outlook and the web portal. The problem is that I don't think it is recognising my email address, even though the lady I was getting support from on the phone said that the one that is failing is the only one shown on my account. If that is the case then why is it when I go through the "forgotten your email?" process it says it has found an email linked to my details which is totally different. My email ends in ntlworld.com and the other one ends in gmail.com? She said she had escalated the problem to a further support team who should phone me in the next five days. I would dearly love to resolve this before then!

    • Morkjc's avatar
      Morkjc
      Tuning in

      I had a similar problem accessing my mail thru Outlook Express (3rd Party) I had to get a app app password and put that into the client it now works

      • silverpulser's avatar
        silverpulser
        On our wavelength

        After much anguish I have now changed my sign in email address and password. It wasn't until I got a mail app password that a week of stress was finally resolved. The app password was the only thing that I changed in Outlook and iPhone settings.

  • Hi MarkLafrnais,

    Thank you for your post. We're sorry to hear about the issue with your email address. 

    We can certainly take a look into this for you. I will private message you now. 

    ^Martin

    • MarkLafrenais's avatar
      MarkLafrenais
      Tuning in

      Hi Martin

      Thank you for your note. Unfortunately your PM went to the email address that I couldn't access, which is why I did not respond! I did eventually manage to get through to your colleagues on phone, and after a couple of calls (and a couple of days) the matter is resolved and I am happy. Another question though - now that sign in is required using an external (to ntlworld - gmail in my case) email address, is there a plan to phase out the ntlworld domain in due course? Thank you again for your help with this.

      Best wishes

      Mark

       

       

       

       

      • Steven_L's avatar
        Steven_L
        Forum Team

        Thanks for coming back to us MarkLafrenais and we're glad to hear that your issues have now been resolved. We don't have any plans to remove or phase out NTL world emails at the moment, the external email address has been added for extra security for all of our customers accounts. Also the PM that was sent over to you would be accessible in the forums, you wouldn't need to access it via the email. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox.
        If you are on a mobile/tablet device then click on the little circle icon in the top right  and then select 'Messages'. 

        Kind Regards,

        Steven_L