Email Locked

[RB211]

My email account is locked despite and I am unable to reset the password. Please advise.

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More information needed.

Are you using an email app for your email, or are you checking webmail with a browser?  Try both.

Is your email address linked to a VM broadband account? 

[RB211]

I am trying to access webmail.

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And the other question? 

[RB211]

The email address is connected to Ntlworld.com. The password that is locked and cannot be reset relates to webmail access for this account. I understand that once this credential is reset I will need a second password for email applications.

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You will not be able to continue this email account unless it is linked to a current Virginmedia broadband account. You cannot avoid the question. 

[RB211]

There is a valid Virgin account associated with it.

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Log into that account, and find the email listed there. If it's the primary email account you will be able to change the webmail password. If it's a secondary email you will need to first create a MyVirginmedia account for it as VM now requires. 

[Sabrina_B]

Hi @RB211  👋.

Thanks for reaching out to us and welcome to the Community Forums. apologies for the issues that you are having with your email, we can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina