NTLworld email - missing

[Fern12345]

I have used an Ntlworld.com email address for a number of years and today I have tried to log in to view my emails and I cannot log in.  

I have tried through the usual methods through my phone and then through the website.  When I click on forgotten password and put in my email address a message states 'Please ensure you provide the email address you use to sign in to My Virgin Media.'

I need to urgently access documents on my emails, any assistance will be much appreciated.

Thanks 

[Fern12345]

Sorry, the ntlworld account is a secondary account. The primary account is my parents who are still virgin media customers, there has been no gap in them being customers. 

[Fern12345]

My ntlworld email address is a secondary email address, it is linked to my parents account. They are still virgin media customers and have been for over 20 years.

[David_Bn]

Thanks for confirming that for us @Fern12345.

We would have to advise that we would need to speak to the account holder in regards to E-Mail issues as the administration of the E-Mail accounts would be an account holder only action.

Is the account holder able to call our team, or join our Forums so we can take a closer look?

Thanks,

David_Bn

[Fern12345]

My dad has tried and has not found anyone that has been able to help so far. They have only wanted to say the email is not available so they could close the ticket. I can ask him to try again, what number should he call?

[Lee_R]

Hi @Fern12345 thanks for getting back to us.

The named account holder could call on 150 from our landline service or 0345 454 1111 from any other network.  Alternatively, if he wishes to try a different method to contact us, all our contact methods can be found here.  Or if he chooses, he can create a community account and reach out to us here and we'll be able look on his behalf.

Regards

Lee