13-06-2022 09:29 - edited 13-06-2022 10:07
So this a very aggravating one - yesterday at about 11am, my primary e-mail account (an ntlworld account) started failing - incorrect password. Happened on phone and desktop - so presumably a server issue
Tried to log into 'My Virgin Media' - wrong password.
Since I use my own domain with a forwarder, I redirected the address to another e-mail address and got it to send a password reset:
Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)
Phoned up Virgin this morning.
1. Apparently this account wasn't listed as my primary account - a (what I am sure was) an secondary account was now primary. Logged into the primary account on My Virginmedia successfully
2. Couldn't see a way to change the password on secondary accounts - going to 'Account Details > Manage other My Virgin Media accounts - lists the accounts (including the what-I-thought-was-primary ntlworld account) - but only with a 'delete' option - no edit options.
3. Customer service says that they will reset the password on the NTLworld account from their end. Comes back and says they can't do it and neither will have I "I've just been told that all NTLWorld accounts have been disabled and you would have been sent an e-mail to say they were being disabled."
Sounds like a supervisor is pulling stuff out of their bottom to me.
So I'm stuck - unable to access a primary mailbox, or what was my primary account. CSR says she will escalate to IT who will get back to me in 5 days.
I am a bit annoyed. Anyone know what is *actually* going on?
Answered! Go to Answer
on 13-06-2022 15:49
Hello ChrisNoble.
Thanks for your post.
Sorry to hear about the issue with your email account
I can look into this for you.
If you don't mind, I will need to send you a private message to pass security.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L
on 13-06-2022 16:11
Thank you Graham, I have.
Will report back if we get it sorted. Thanks for your help.
on 14-06-2022 13:19
Hello Chris.
If I am being honest, I don't know how or why this issue occurred at all. Its a very strange one from here.
The only thing I can pin it down to is the upgrade for our online accounts stopped a simple password change from your side.
Main thing is its all sorted now.
Sorry for any inconvenience we may have caused you.
Gareth_L
on 14-06-2022 16:36
Hello Graham
we have same issue on our secondary accounts. Can you help please.
on 14-06-2022 16:52
Hello Gareth_L
We have same issue on our secondary accounts. Can you help please.
on 14-06-2022 18:32
Me too. Secondary account has been locked and I can't find any way to reset its password. Help appreciated please.
15-06-2022 12:48 - edited 15-06-2022 13:04
ntlworld.com email - mine is still working up to now 15/6/2022
My ntlworld.com primary email is still working normally today, and it would be unlikely that virgin media would remove a primary account or dissable one. without good reason, such as if it had not been used for 90 days or if it was compromised in some way.
Also my secondary emails virginmedia.com are working normaly today.
Surely if there was a change to any virgin email it should be announced or communicated prior to any de-activation of an emails.
The passwords are no longer restricted to 10 digits and can be upto 64 digits.
There have been some changes regarding setting up new emails and changing secondary email passwords, you have to know the old password to change to a new one when managing other accounts, so wise to keep a writen record rather than rely on memory and if the secondary account owner changes the password that might complicate matters. Creating a new email account seem now to involve getting sent an invite which is new, but it also says no new emails except for exising accounts.
Can someone please confirm if the ntlworld.com emails are to continue or are they being phased out, which is implied by the recent cutomer services responses and problems with older emails such as blueyonder.com and virgin.net.
Also the secondary emails have had the alternative contact address removed which is still available for primary email accounts which is less secure for pasword recovery, so a lot of suttle changes going on behind the scenes.
alf28
on 15-06-2022 16:26
wink
visit my other post...
my issue after a lot of titting around is now resolved... but it has wasted a lot of time through misleading info on this forum.
resove was achieved via webchat / whats app to VM... and a lot of patients.
on 17-06-2022 07:38
No, I appreciate the help, all sorted now. Thanks to the intervention of the forum staff.
I have decided to migrate email away from Virgin, however - it’s feeling a bit flaky.
on 17-06-2022 09:26
after 20 odd years of being with VM and NTL I will prob do same at end of contract. got about 12 months left on contract so have time to migrate 20 years of email contacts to another more stable platform