Unable to change password on ntworld
Hi all
Hundreds of emails on this topic and still nothing has been sorted.
How can I change my email/login password if it refuses to recognise ntlword account.
Cheers
Forum Discussion
10 Replies
Are you still a paying VM customer with a Broadband service?
Yes, i am.
Hi,
I had this email during the ntlworld days, then left when virgin came into play. Joined back up and got my email address back so its obviously linked to me.
I have been able to change password in the past but in the last 2 years i have had no such luck
Its being used on outlook app, unable to log in to web mail, can't even log into my actual virgin acc either
This is the error I get when attempting to reset password.
Thanks
s1m0nw "Its being used on outlook app, unable to log in to web mail, "
Previous posts over recent years suggest that when VM delete an old email account they start by removing access to the VM webmail account but the process often stalls at that point. That leaves the actual mailbox still accessible by the IMAP/POP3/SMTP protocol used by used by email apps such as Outlook. That's what you are seeing and suggests that the email account is very much in limbo as far as VM are concerned.
I see from your posting history that were unable to sign into the webmail account in 2023. If you left VM prior to 2023 and have not been able to access the webmail account since then it does strongly suggest that VM started the deletion process after you ended your earlier broadband contract.
The VM Forum Team (VM staff) are best placed to help you. One of the team will contact you via this forum thread and take your details by Private Message. They should be able to advise whether the affected email account is recoverable.
There are three other complications:
- VM stopped providing email accounts with new VM broadband accounts in May 2022. So if you rejoined after that date it may not be possible for VM to add an old email account to your current Broadband account. (VM have not issued any new email accounts since May 2022)
- If you rejoined VM before May 2022 and VM are able to link this old email account to your current broadband account the usual advice is that the old email account will replace any email accounts already linked to your current broadband account. So gaining access to the old email account may well mean that you will lose access to any newer VM email accounts you have set up since you rejoined VM.
- Bear in mind that VM no longer issues new email accounts and they no longer see the provision of an email service as part of their business going forward. In view of that you need to consider whether you should be using a VM email account as your main email contact in the future. Even if you decide to stick with a VM email account you will still need to have a non VM email account. VM's new account security system now demands that you supply a non VM /3rd party email address to use as your VM account sign in.
Sorry to go on at length, I'm just trying to set the scene for you. 😉
One of the team will contact you in the next day or so.
Coenoby
Hi,
Appreciate the indepth post.
When I left virgin it was away back in 2007/2008. Joined again in 2010/2011. Surely my account shouldnt be in limbo.
I have tried on a couple of occasions to get to the bottom of it, but virgin tech being the way they are on the phone are sometime an absolute nightmare due to language barrier, it gets frustrating for both sides.
Also recall linking account with gmail address.
s1m0nw "it was away back in 2007/2008. Joined again in 2010/2011. Surely my account shouldnt be in limbo. "
If the affected VM email account was set up under a different VM broadband account then it's no longer linked to a live VM broadband accountand as such is certainly potentially "in limbo".
"Also recall linking account with gmail address."
That could be ta key piece of information
The first thing to say is that if you really have linked the affected VM email account to a Gmail address then you should be entering the Gmail address as the username rather than your VM email address when you sign into the VM account.
The linked non VM email address serves two purposes
- You need to enter the Gmaill address as the Username when you sign into the affected VM email account or My Virgin Media account. Your VM email address and account will not change, just the username of the account.
- The Gmail account is the address that VM use to send the verification code to enable you to change the password of the VM account.
So try resetting the password via the "Forgot your password" route:
- Click on this link https://www.virginmedia.com/my-virgin-media
- It will open a screen to sign into the My Virgin Media account. Click on "Sign In"
- Enter or select the Gmail address (not your VM address) that you linked to the VM email address
- Click on "password" in the "Forgot your password?" line
- That will come up with a screen "Reset your password". Enter your Gmail address again if necessary and click on "Continue"
- Then enter a completely new password when prompted
- To play safe leave it at least 20 minutes and see if your wife can sign into the email account with the new password and access the emails and contacts.
if the Gmail address is linked to the affected VM email account then in the course of that process you should get a notification that VM have sent a verification code to you Gmail account. Just follow the instructions.
If you can successfully reset the password see if that allows you to regain access to the VM webmail account. Enter the Gmail address and the new password into the VM sign in screen.
Personally I have doubts that this will work for you, It seems there is a lot going on with this email account and obviously I cannot see those details.
You may well have to get help from the VM forum team (VM staff). One of the team will contact you via this forum thread either today or tomorrow.
Coenoby
Have been trying for 3 days to change my ntlworld password due to a suspected security hack but not been able to do so as the system does not allow you to do it. Now spent more than 30 minutes this morning talking to a VM customer service rep somewhere in the far east who advised me that the reason I cannot do it is because VM no longer recognises ntlworld. However, if I sign out of my account and wait for 24 hours and then try to log in I should miraculously be able to change my password. However, I have no confidence that this suggested solution will work.
Why haven't customers been advised of this and given clear instructions as to what action to take in order to overcome this lack of or drop off in customer service? After all we are regularly advised by various institutions to change passwords regularly to keep us safe.
What a rubbish service and I am paying hundreds of pounds each year for the benefit!!!
Thank you B&O for your sensible interpretation. Unfortunately I fail to understand why VM has cast off their ntlworld customers without a lifeline rather than simply introduce Biometrics and/or Dual Authentication. Their Customer Service is going downhill fast if indeed it was ever part of the way up the hill.
