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Can't login to ntlworld email

Having problems logging in to ntlworld.com email on Virgin webmail - get the message "We didn't understand the username or password you entered. Please try again".

Problem occurs on various browsers: Chrome, Edge, Firefox

The email account and password are correct, they still work on a smartphone email app.

Any suggestions on how to fix this?

Thanks

Chris

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Re: Can't login to ntlworld email

Is that verbatim or was error message, “We didn't recognise the username or password you entered. Please try again.”?

Is the email address linked to an active broadband service account with Virgin Media?

  • Yes, then try the Forgotten email or password? links shown on the web page
  • No, then has it been more than 90 days since it was was terminated?

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Re: Can't login to ntlworld email

Thanks for getting back to me.  The message was as you described “We didn't recognise the username or password you entered. Please try again.”

The address is linked to an active broadband account; I tried the forgotten email or password links, neither of these worked.

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Re: Can't login to ntlworld email

If the address in question is not the primary one for the account try:

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Re: Can't login to ntlworld email

Thanks - although Virgin had told me they were linking the email to the account, it seems like the ntlworld email is just being treated as a contact email address, so there's no option to change its password via this route.  Can I get Virgin to link the email to the account?

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Re: Can't login to ntlworld email

As the ntlworld.com email address was not linked to your active account you should read this post, Orphan Email accounts  to understand its status. Mix and match of email addresses between accounts is not possible however the complete set can be moved from one to the other. I have flagged your post to the forum team who are best placed to help further however be aware it can take them a few hours / days to respond.

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Re: Can't login to ntlworld email

Hi chrisweir1

 

Thanks for posting and welcome to the community.

 

My apologies for the email issue. I'll PM you now to get some details

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Can't login to ntlworld email

Hi, Chris.

 

I've raised this with IT for you now under reference P010273633. The timescales for this are 5 working days and your email will be moved over.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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