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Lost email account access - Ntlworld.

Joining in


Hopefully someone can help. My primary email for about 25 years has been an @ntlworld one, however a few days ago I started getting an account error message when trying to access.

I've tried Outlook on my Laptop, the Mail app on my iPhone and by logging into the website ( and I get an error on all 3. I've also tried the reset password and that doesn't work either.

I am currently a Virgin customer but this Ntlworld email account isn't linked to my current account it was linked to my recently deceased Farther's account that has been closed down and transferred to my mother.

Is there any way of regaining access to this? and linking my Ntlworld email to my virgin account? Even if it's just so I can migrate all my contacts/emails over to a 'newer' email address.




Tuning in

They've completely mucked it all up again. I'm having similar issues, my primary email was on my parents account. You used to be able to edit it through the parents VM account, now the option has gone. And I have no way of logging in and administering the account. 

Very Insightful Person
Very Insightful Person

VM’s policy is to delete mailboxes after 90 days from an account closure.  This was not always done, but they seem to be doing this now on a more active basis? 

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Forum Team
Forum Team


Thanks for posting and welcome to our community  😊

Sorry to hear you're having some email issues, can you confirm if you still have an active broadband account with us?


HI Alex, 

Yes, I have had an continuous active virgin account for 9 years since i moved out of parents house, do you think its possible to migrate the email account to my Virgin account? 




Thank you @AJS_57 

If the email has not been linked to the account for over 90 days then it is likely that this has been deleted. I would be happy to check the account further with you but if it has been deleted we would not be able to reinstate this. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.