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My wife cannot acces her @ntlworld email account

Allymcnab1
Tuning in

Hi

My wife cannot access her @ntlworld.com email account.

This is a secondary account , as Im the main account holder.

I used to be able to log in and change the password easily, now I cant, it only gives me the option to delete the account.

Whats going on Virgin. this used to be a good company, now it seems its going to pot

11 REPLIES 11

Graham_A
Very Insightful Person
Very Insightful Person

Each email address now has its own My VM account

Secondary accounts changes now have to be made via the My Virgin Media account for the secondary email.

Sign into the account here: https://www.virginmedia.com/my-virgin-media using the email address concerned and the current password. Once logged in click on Account Settings then Account details. You should now see the options to change password etc.

If that isn't available try https://www.virginmedia.com/my-virgin-media/forgotten-details/password

If no security answers have been set for the email address concerned then you will need to call in for support and select technical issues> email

VM have recently changed the log in requirements for accessing VM Mail via third party apps.

If you change the password for the account in My Virgin Media > Account settings > Account details you will not be able to use the new password to access the account via an email client. Email client access now requires an app specific password which can be generated in the MyVM > Account Settings > Account details > Mailbox App password management

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Lee_R
Forum Team
Forum Team

Hi @Allymcnab1 thanks for posting and welcome back to our community.

Sorry to hear your wife is unable to access her email address and for any inconvenience this may be causing.  Have you had opportunity to follow the advice from the fantastic Graham_A?  If so how has things gone?  As you've reached out to us, I would like to take a closer look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R

Hi Lee

I saw Grahams reply but when I click on register for the the new account it says that it is not available to @ntlworld addresses

Graham_A
Very Insightful Person
Very Insightful Person

@Allymcnab1 There was nothing in my reply that asked you to register for a new account.  The instructions were to log into the My VM account for the secondary account using the email address and password.  Have you replied to the private message that Lee_R sent you offering support?

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Hi Graham

Yes thanks I have replied to Lee

My problem is that I cant log in to my virgin media using my wifes email (@ntlworld.com)to create a new account for my wife, as you stated that all email addresses need their own VM account

Graham_A
Very Insightful Person
Very Insightful Person

@Allymcnab1 You are misunderstanding the situation.  You don't need to create a new account for your wife's email address, it should already exist.  Make sure that you are logged out of your own account before trying to log into your wife's My VM account.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Allymcnab1
Tuning in

ok ill try that thanks again for all your help

Hi I think I managed to change her password, I will check tomorrow, when Im back home--thanks again

Hi @Allymcnab1 do you still require our assistance?  Or has the advice from the fantastic Graham_A saved the day?

Regards

Lee