Forum Discussion

Ukfive's avatar
Ukfive
Joining in
2 years ago
Solved

Email NTL password reset

Hi everyone, I have a NTLworld email account and I need to reset the password, now I still have access to the email on my iPad but recently bought a new iPhone and can’t for the life of me remember the password to get emails on my phone, can anyone help me with this. 

  • coenoby's avatar
    coenoby
    2 years ago

    Ukfive 

    "I have a NTLworld email account and I need to reset the password.................can’t for the life of me remember the password "

    If you are a Virgin Media broadband customer, the easiest way is ask the Forum Team (VM staff who support this forum) to reset it for you. One of them will get to this post in the next day or so.

    However VM now requires you to:

    1. supply a non VM email account to use as your username to access your VM My Virgin Media (MVM) Account and when you access your VM email account via VM's webmail service
    2. that you use a separate "Mail app password" in email apps rather than the usual MVM account password.

    Hopefully VM staff will advise you about that when they reset your password.

    If you are not a VM broadband customer, then I think your only option is to explore the facility that allows you to transfer passwords from on iPhone to another. It is called iCloud Keychain.

    I am not an iPhone user so I have no experience of that and I am not sure if it transfers the passwords held in email apps - I have my doubts. However, it might be worth checking out if you are not a VM broadband customer.

    Coenoby

    • Ukfive's avatar
      Ukfive
      Joining in
      2 years ago

      Hi thank you for the response ,have tried the password reset for my account but tells me my security question is wrong  so I’m stuck at this point .

      • coenoby's avatar
        coenoby
        Very Insightful Person
        2 years ago

        Ukfive 

        "I have a NTLworld email account and I need to reset the password.................can’t for the life of me remember the password "

        If you are a Virgin Media broadband customer, the easiest way is ask the Forum Team (VM staff who support this forum) to reset it for you. One of them will get to this post in the next day or so.

        However VM now requires you to:

        1. supply a non VM email account to use as your username to access your VM My Virgin Media (MVM) Account and when you access your VM email account via VM's webmail service
        2. that you use a separate "Mail app password" in email apps rather than the usual MVM account password.

        Hopefully VM staff will advise you about that when they reset your password.

        If you are not a VM broadband customer, then I think your only option is to explore the facility that allows you to transfer passwords from on iPhone to another. It is called iCloud Keychain.

        I am not an iPhone user so I have no experience of that and I am not sure if it transfers the passwords held in email apps - I have my doubts. However, it might be worth checking out if you are not a VM broadband customer.

        Coenoby

  • Ukfive's avatar
    Ukfive
    Joining in
    2 years ago

    Hopefully a VM Forum Team member will be able to help me out ,thanks for all responses 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 years ago

      Hi Ukfive

      Thank you for your post and welcome to our community.

      We are sorry to hear you are having issues getting email on your phone. 

      Is the email address linked to an active broadband account with us?

      If so, please follow these steps and let us know how you get on. 

      We need you to generate a new password to be used specifically for signing in to third-party mailbox apps (like Outlook or Gmail) to access your Virgin Media Mail emails. Even if you don’t use these apps to access your emails now, we still need you to reset the password anyway to fully secure your account.
       

      1. Sign In to My Virgin Media
        a. Go to Account settings, then Account details
        b. Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail
        c. Then, under Virgin Media Mail app password tap Get password
        d. Before you continue, we might ask you to verify your identity – just follow the steps
         
      2. Continue the flow and a new secure password will be generated for you
      3. Update any third-party apps that you use to access your Virgin Media Mail emails with this new app password

      Please note that as this password is separate from your sign in details for My Virgin Media (or any Virgin Media apps) this won’t affect your My Virgin Media password. So, if you check your Virgin Media Mail emails through My Virgin Media or at mail.virginmedia.com, you'll still only need your My Virgin Media password.

      Please pop back to us when you can. 

      • coenoby's avatar
        coenoby
        Very Insightful Person
        2 years ago

        Vikki_M  you ask Ukfive to  "Sign In to My Virgin Media" but sadly they will not be able to do that.

        In their first post Ukfive explained that they cannot remember the account password.

        They have access to their email account via the app on their old iPhone but they need to reset the password so they can set the account up in the email app on their new iPhone.

        Coenoby

  • Ukfive's avatar
    Ukfive
    Joining in
    2 years ago

    Hi vikki_m I can sign in to VM for accounts and I have changed password and now use a non VM email for it ,but I need to change password for my email account Coenoby is correct I can access email on my iPad and old phone but can’t get emails on new phone as can’t remember password  fir my ntl email account ,I just need someone to either tell me password if possible or to reset it thanks 

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Thanks for confirming this Ukfive 

      Let's take a look at our side to see if we can get this reset for you. 

      Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)
    2 years ago

    Hey Ukfive,

    Glad you could join us within that private message to look into this further and go about providing a resolution, do let us know if there is anything further we can do to go about helping you or if you have any further queries.

    Joe

  • Ukfive's avatar
    Ukfive
    Joining in
    2 years ago

    Hi Joe 

    trying to add account on phone with the password provided but keep getting no password provided for ntlworld please go to mail settings and enter psssword ,which I’m doing but no joy ,also if you have reset password why am I still getting emails on my iPad shouldn’t it be asking for new password thanks

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      2 years ago

      Thank you Ukfive 

      Just to clarify is this a Virgin email account you are attempting to add on to your My Virgin Media profile? 

      • Ukfive's avatar
        Ukfive
        Joining in
        2 years ago

        {Well it’s my virgin email account but I’m not trying to add to profile it’s just a password reset }This is my ntl email I have access on iPad , I’m just trying to get it on my phone but keeps telling me wrong password when I add account through mail on iPhone ,I was told a new password has been generated but I’m still having no joy  if any of that makes sense .

  • Popso's avatar
    Popso
    Joining in
    5 months ago

    Hi, I have a similar problem. My wife has an NTLWorld email address, accessed from her iPhone and the email app. Obviously the iPhone has encrypted the password. 
    Trying to access her email from the MyVirgin website she can’t remember the password. If she uses the change password option, the iPhone email app will have a fit a lock her out! 
    Then she ends up locked out!

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      Hi Popso 

      Welcome back to our community forums and sorry to hear you are also having issues with your wife's NTL email password. We can understand the frustration caused and want to best help. Can you let us know how long you have been having this issue? Has this link been helpful at all? Please get back to us when you can. We want to do our best to help from here.

      Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 months ago

    @Norfolkwelshy 

    Virginmedia close down email accounts that are no longer attached to a VM broadband account. This should happen after 90 days, but often it continues until something else changes like trying to log in with a different phone.

    A staff person may offer to help you get temporary access to the account, but you will need to get a new account with another provider.