Virgin Media Community

[chrisweir1]

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

[用心棒]

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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[chrisweir1]

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.

[用心棒]

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

• go to My Virgin Media > My Profile > Manage accounts
• sign in with the primary account authentication credentials
• change the secondary account password by selecting View/Change

[chrisweir1]

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?

[用心棒 · Accepted solution]

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.

[John_GS]

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 · Accepted solution]

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,

[sgoodchild]

I am also having this problem with my Ntlworld email. I moved 6 months ago & could not take Virgin with me as you do not supply my area. I get this message when I try to sign in "We didn't recognise the username or password you entered. Please try again." which is the same as the screenshot someone else posted. Help please

Thanks

Sharon

[Sololobo]

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@sgoodchild wrote:

I am also having this problem with my Ntlworld email. I moved 6 months ago & could not take Virgin with me as you do not supply my area. I get this message when I try to sign in "We didn't recognise the username or password you entered. Please try again." which is the same as the screenshot someone else posted. Help please

Thanks

Sharon

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You should (re-)read the content of the link provided in post #6 of this thread relating to Orphan Accounts.