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Can't access old NTLWORLD.COM email address

babylon333
Tuning in

Hi, 

yes another ntlworld.com email address issue. 

So, this email address is obviously very old and was set up through my parents' account long ago. We used to be able to access the settings to this email address by just logging into their main VM account. 

Now though, there no longer seems to be any options and my secondry email address doesn't show, only their email addresss. 

So, on the forum, and the help section. It suggests using the secondary email login details when logging into your VM account. But it just says that the email does't exist. 

I seem stuck in an endless loop, where nothing works. 

Any ideas?

2 REPLIES 2

coenoby
Very Insightful Person
Very Insightful Person

@babylon333 wrote:

this email address......... was set up through my parents' account long ago. We used to be able to access the settings to this email address by just logging into their main VM account. 

Now though, there no longer seems to be any options and my secondry email address doesn't show, only their email addresss.


Do you parents still have a broadband contract with VM? If not then that could well be the reason this secondary email account has disappeared. All VM email accounts need to be linked to a live VM broadband account to remain open.

Assuming that they still have a VM contract, and that secondary email account was set up as part it,  then it should still be listed in their primary My Virgin Media (MVM) account. 

Just to clarify that, their  primary MVM account is the one they use to view their VM bills and package.

Go to the Account Settings page and then the Account Details page. It should be listed under the Manage other My Virgin Media accounts link towards the bottom that page.

It is worth adding that due to GDPR (General Data Protection Regulations) VM staff will need to talk to the Broadband account holder rather than yourself before they can take any action on this. So it might be worthwhile assisting whichever of your parents is the account holder to set up a Forum account.

One of the Forum Team (VM staff who support this forum) will contact you via this forum thread hopefully tomorrow.

In the mean time please feel free to post back with any updates on the situation.

Coenoby

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media.

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David_Bn
Forum Team
Forum Team

Thanks for reaching out to us @babylon333, and welcome back to our Community Forums!

Sorry to hear of the difficulty you have faced when trying to access your NTL World account.

If you're able to offer us an update, with the post from @coenoby being the focus point, that would help us gain a better understanding of this situation and to allow us to then take the best course of action.

Thanks,

David_Bn