Can't access my NTLWorld email and can't reset password

[Smark]

We have had ntlworld email accounts for 20 years. My wife took out the contract so mine is a secondary email account. Suddenly last week all my devices decided I needed to login again, but the password wasn't accepted. And the password reset didn't work. 20 years of work contacts and important emails are now stuck in that account.

Virgin Media chat/help has been unhelpful.

How can I reset the password and retrieve my valuable documents?

[Lee_R]

Hi Smark, thanks for posting and welcome to our community.

Sorry to hear you're having issues accessing your email address. As you've advised you're not the account holder with ourselves, we'd ask that the named account holder reaches out to us with their own community profile. We will then be able to invite the account holder into a private conversation and once account security is cleared we'll be able to assist.

Regards

Lee_R

[lee4132]

This is the

most helpful response I’ve read from someone from Virgin Media. 

Any chance you can help me in a private conversation seeing as I am/was the account holder. 

many thanks 

[Gareth_L]

Hello lee4132.

Thanks for your post.

I'll send you a private message now to take details and pass security.

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