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Lost access to NTLWorld account

gerardfarrell
Joining in

My father has had an ntlworld account for years and has been a continuous Virgin Media subscriber for quite a long time. He uses a secondary account for his email in the form firstname.lastname@ntlworld.com.

Today he told me he wasn't getting any emails. I tried logging in for him but the password was rejected so we tried a password reset but that page said his email address was not valid. I logged in with his main account and tried to access mail but got a "Your Virgin Media Mail account is currently unavailable" page. I followed the instructions as far as "Tap Manage next to Manage your Virgin Media Mail app password under Virgin Media Mail", but that option does not exist under his account settings. There are no mail settings at all.

I also checked the "manage other accounts" and saw that a strange email address was there, so my assumption is he somehow got hacked and someone altered his email address and password, so messages to his ntlworld address no longer arrive. I deleted the false account and tried to recreate his original, but this sends an email to the account for verification, and we can't access the account until it is verified.

I've also tried logging in through the Android app but that also has no mail settings.

Can anyone at Virgin help him get his address back?

3 REPLIES 3

John_GS
Forum Team
Forum Team

Hi @gerardfarrell 

Thanks for posting and welcome to the community.

Sorry to hear of your Dad's email issue. 

As it's an email issue and you've tried the general stuff to reset the account, we would need to speak to the account holder.

Can you arrange for him to post via his own Forum account on this thread so we can assist?

Best wishes.

John_GS
Forum Team


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Cat8899
Joining in

Hi, did you get a solution. Exactly the same thing happened to my father about 3 weeks ago.

his email address had been changed to a gmail address. They told me the full email address & when I logged in there were other peoples emails amongst his. Still trying to fix it

Hi Cat8899,

Thank you for reaching out to us, sorry to hear your dad is seeing other emails when logging in to his email, so we can get a little more information and act accordingly I will send you an invite into a private chat, look out for the white envelope to accept.

Regards

Paul.