NTL account unusable

[tarapg]

Hi, my parent's email account is inaccessible. I cannot log in for them using their outlook email app, and I cannot log in using the webpage from virgin media.

The outlook application is providing the error message:

'Internet email  - emailaddress@ntlworld.com
Enter your username and password for the following server:
Server: smtp.virginmedia.com
Username: emailaddress@ntlworld.com
Password: theirpassword '

When I use the webpage it will 'check details', then ask to enter password. The passwords are autofilled and are correct. It then provides this error message:

'Your email or password was incorrect. Please try again or go back to change your email.'

I then attempt to reset the password using the function underneath. I receive the following:

'Please ensure you provide the email address you use to sign in to My Virgin Media'

This is a reoccurring issue for them; I have to rectify this nearly every month. I would move their emails over to a better provider but unfortunately they have used this NTL account for nearly 30 years. 

[coenoby]

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@tarapg wrote:

they have used this NTL account for nearly 30 years. 

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The key question is, do they still have a Virgin Media broadband account?

If they don't their Ntlworld email account is inevitably going to be closed down by VM and probably sooner rather than later. You will see there a lots of threads on the forum about that.

However in my opinion, even if they are still paying VM customers, they would be well advised to move over to a non VM email address. Why do I say?

1. VM stopped issuing new email accounts two and a half years ago and since then all new VM customers have had to use their own email accounts to register with VM. Clearly VM don't see the provision of an email service as part of their future business model. VM still support email VM email accounts that are linked to a VM broadband account. However the number of active VM email accounts is obviously going to reduce as time goes on and the longer term future of the VM email service is unclear.
2. If your parents insist on staying with their VM email accounts they will still have to set up a non VM email account anyway because VM now insist on that as part of their password reset function. That non VM email address will become the username to sign in to their VM accounts and will be the address VM use to send password reset verification emails. (The "forgot your password" option you tried will not work if that security information has not previously been added to their VM email account).
3. Basically as you have intimated the VM email service is not the most reliable and in truth they will be better served by one of the many excellent ion ISP email providers.

If you want to try resetting their password you need to:

1. Sign into their My Virgin Media account by entering the Ntlworld email address and current password here - https://www.virginmedia.com/my-virgin-media 
2. Then go to Account settings, then My Virgin Media Account details
3. Then in the "Security and Sign in details" section press Edit to the right of "Password" and follow the instructions.

You will also have to generate a Mail app password for their account to use with the Ntlworld email address in their Outlook settings.

Coenoby

[Lee_R]

Hi tarapg thanks for posting and welcome back to our community.

Sorry to hear of the repeated issues your parents are having with their email address.  We're not really able to add to what the fantastic Coenoby has said, sorry.  Please do update us with how things go.

Regards

Lee_R