Forum Discussion

Lellis1's avatar
Lellis1
Joining in
1 month ago

Unable to login to ntlworld.com sub account

Hey there,

I am the primary account holder for my account. I created a subaccount many years ago for my son and he's used it ever since. Both accounts are ntlworld.com

We noticed since the 20th October he's not been receiving rerouted emails to his gmail. To rectify this, we attempted to login on the website using the sub account. The last password we had does not work and the secret questions do not work, despite us knowing they're correct. We've tried to call a couple times but gotten nowhere, can someone here help us? We just need the password on the sub account resetting so he can log in again.

The main account is linked, the sub account isn't. He uses this account for many of his important emails so a speedy resolution would be appreciated.

Kind Regards

account
email
ntlworld
password
Password Reset
webmail

5 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team (Retired)
    1 month ago

    Hi Lellis1.

    Welcome to our Community Forums.

    Sorry for the issues accessing your email.

    Could you follow the below:

    Sign in to My Virgin Media

    1. Go to Account settings, then Account details
    2. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
    3. Then, under Virgin Media Mail app password tap Generate new App password and follow the instructions.

    A new secure password will be generated for you.

    • Lellis1's avatar
      Lellis1
      Joining in
      1 month ago

      Hey there, I appreciate the response. I have done this but can find no way to manage sub accounts from my main account. I know previously I could reset the password of a sub account from the main account but that seems to no longer be an option.

      The issue is, I can no longer log into the sub account at all. I need the password reset for that before I can log in and follow the steps you've given me. 

      If I give you the email can you reset the password?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    1 month ago

    The main point is there are NO sub accounts anymore. 

    Every mailbox is now a separate and as such should have a new VMO2ID account.  Once this is created you can access the mailbox via the new VMO2ID account using MyVM / Webmail.  For the Gmail client, you need to create the app password as noted by Ayisha_B​   

    • Lellis1's avatar
      Lellis1
      Joining in
      1 month ago

      I understand that, but the issue is we cannot even log into what used to be the subaccount. I just need an initial password reset to get back in and create the VMO2ID account.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        1 month ago

        Lellis1  The VM Forum Team are no longer able to reset passwords for customers.  You will need to ring the support line in order to get the password for the secondary account reset.  You are correct that you cannot do this from the main account anymore, that has been the case for several years now.