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Can't access account - Ntlworld email

Joining in

Hello There - I'm posting here I've seen similar messages with the same problem.

I'm trying to log in to my account, but I can't remember the password info and the message pops up 'Please enter original email'. We've been with Virgin for years and the original email is a long since defunct Ntlworld one. 

We can't password reset from that. 

VM send the bills to my email, and a recent customer survey to our joint email - but I can't log in to view our current package. 

A little help?

(p.s tried this with VM whatsapp chat a few months ago who said I could transfer everything to my email if I sent proof of id which I did and then VM said it wasn't acceptable so here I am) 


Forum Team
Forum Team

Hello stewartandliz

Thank you very much for your post and welcome to our community.

I am sorry to hear about the email issue and the trouble you have had registering on here.

You're in good hands here 👍

So I can take a look at getting you access again, If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 


Hi Gareth - I'm the other bit of StewartandLiz; can you DM me the relevant info please? thanks,

Hello StewartHarris.

Thank you for your message👍

Let me get a private message sent over now and we can take it from there.

If you can check your logo at the  top right of your screen that would be great.