I have forgotten my security details password for access to my ntlworld email address

[mojo280776]

Hi,  

I hope someone could help me please.  I can no longer access my ntlworld email account via outlook as it is now asking me for my password, but because I changed this to a 4 word phrase recommended by Virgin I can no longer find this information and so now i am locked out of my emails.  

I have tried re-setting my password but virgin now say they do not recognise the email address but i know the email still works as it was working up to yesterday without any issues. And as I also have another ntlworld email address which I had the same problem with lucky I found the pass phrase and that is working fine.  So how do I obtain a new pass phrase so that i can access my email address..

only issue I have is I need access to it as this is the email i have all of my late fathers documents on it and i need to access them urgently..  

Many thanks in advance 

[Graham_A]

@mojo280776 When logging into the My Virgin Media account for the email address concerned you need to use the third party email address that you set as the username when you previously generated the app password.  You need to use the VM account password not the app password at this stage.