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Wackyracer500's avatar
Wackyracer500
On our wavelength
10 hours ago

Wackyracer500

Hi Folks

My access to my ntlworld email account has been blocked

I assume this is a problem arising from my twinning my VM and o2 account during which some “confirmatory” emails sent to my outlook email account went astray

I have now successfully twinned the account s but still cannot access my ntlworld email account

I have tried following the advice on the VM pages but when I go to the security setting for  VM the “manage your email password” link does not appear

Can someone help please

Many thanks

Phil

6 Replies

  • liauq's avatar
    liauq
    On our wavelength
    9 hours ago

    Join the club: currently on a "webchat" for the last three hours going around in circles. 

    One option they have asked me to try was accessing my account on a new browser (Google chrome, I usually use Microsoft edge) with no cache/ cookies/history and it has made no difference.

    They don't seem to understand that they are the problem.

  • Wackyracer500's avatar
    Wackyracer500
    On our wavelength
    8 hours ago

    Good luck with the webchat - hope it eventually produces a solution

    I'll watch with interest

    • liauq's avatar
      liauq
      On our wavelength
      6 hours ago

      No luck at all. After 4 hours, the eventual suggestion was to register from scratch. Fell at the first hurdle when it wouldn't let me use my old email address. I'm not messing about like that when the only thing that I can't do is access my email through my PC.

      Finally managed to get an APP password thanks to Graham_A and it worked on my kindle. Let's see what tomorrow brings...

      People are right about the new, secure system letting scams through as well!

      Good luck.

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    8 hours ago

    The manage email password section has moved.

    Sign into the My Virgin media account for the email concerned with your VMO2ID

    Select Account Settings

    Select Identity & Security Settings

    Select Manage your products

    Select Manage email app password

    Click on the blue button 'Get New Password'

  • Wackyracer500's avatar
    Wackyracer500
    On our wavelength
    4 hours ago

    Hi Graham_A

    I can follow all the steps until we get to "Manage your products"

    The manage email app does not appear

    What I get is simply a repeat of the details of my VM and o2 accounts together with "Other o2 actions"  under "ID Settings" 

    If I click on Security Settings I get 

    1   Authentication methods : Passkey / Passwords / Backup email / verified phone number

    2   Other actions : Account recovery code / sign out of all devices / View activity log

    Regards

    Phil

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      2 hours ago

      Wackyracer500​  Is this for your Primary account or for a secondary one? 

      With a primary account you should see something like this:

      With a secondary account there is an extra section in the Manage your products page for the Virgin Media Mail account as per this screenshot:

      The secondary account doesn't have account holder name and number as it is only an email account.