NTLWORLD email no longer working

[lee4132]

I was wondering if someone could help me gain access to my NTLWORLD email account. It’s all of a sudden stopped working and I can’t remember my password and do not have the option to change it or even divert my emails to my gmail account. 

I have rang Virgin Media 3 times and they don’t want to know. They have told me to ring Talk Talk. 

feel like I am being passed from pillar to post. 

[jpeg1]

It's nothing to do with TalkTalk.

If the email address is linked to a current Virginmedia broadband account, you should be able to set a new password by following the advice here:

https://www.virginmedia.com/help/broadband/manage-email-account

or waiting for a staff member to offer to help. 

If you don't have a VM broadband account, it is very likely that VM has closed the email. 

[lee4132]

I haven’t had a broadband account for years. 
it’s worked perfectly fine until yesterday. 

Surely they can’t just close the account without letting you know. I was a Virgin media customer for over 10 years. 

I would’ve made arrangements for the emails to have been directed to my gmail if that was the case. 

I thought it wouldn’t be anything to do with Talk Talk. 

[Beth_G · Accepted solution]

HI lee4132

Thank you for your post, welcome to the Community Forums.

I'm sorry to hear that you're having trouble with your email account. As per our T&Cs, all email accounts not attached to an active Broadband subscription with us, will be terminated after 90 days. However, some accounts can stay active for much longer than this.

There is the possibility that your account is just locked - have you been able to reset your password with any success? 

Let us know

[lee4132]

No I haven’t been able to reset it as I can’t get into the email settings and I can’t remember my old password. 
I get a message to say there isn’t a password assigned to the account. 

[jpeg1]

Sounds like you'll need some help from a staff person on here.

VM email is a constant problem these days. Other email services are much less of a problem. 

[lee4132]

Yes I am getting that impression, and they don’t care. It’s been 7 years since I left Virgin Media. 

I’ve set myself up a gmail email now but I can’t sign in to anything now. 

im loosing work and patience because I can’t access or respond to my emails. 

[lee4132]

Well that was helpful! 

7 years to 90 days!!! There’s a big difference. 

[Ashleigh_C]

We are so sorry to hear that this has happened @lee4132 if you do not have an active account with us the we would not be able to reinstate the address. 

We do advise of the removal of email addresses once you have cancelled your services with us which you can view in the Terms and Conditions of your contract or online here. 

We do advise this will happen after 90 days but there can be longer.

[lee4132]

Yes you may do, but not at the time I cancelled, and there’s a big difference between 90 days and 7 years. 
still no access, surely you can help because why all of a sudden can I no longer have access? 

I can’t even change my emails as I don’t have access to the emails people are sending me!