NTLworld email - unable to access on laptop

[Carole63]

My partner has had NTLworld email for over 20 years and has access on his phone   Emails are arriving and being sent with no issue 

he tried to access it via the laptop and it does not recognise the email address or the password.  He tried to recover the password but it does not recognise the email address 

he no longer has an active virgin media account (broadband and TV) as he cancelled it when he moved in with me

he uses the email address for business, how can we speak to someone about this, all the chat boxes and WhatsApp chats are asking for the virgin media account and none of the questions are relevant 

thank you

carole

[Molly_T]

Hi Carole63 👋 welcome to the community! Thanks for getting in touch. 

Sorry to hear about this issue with the email service for your partner! 

There are a couple of different things that may be causing the issue here;

1) Depending on their current set up (if they are using our webmail service on the laptop or a Clientmail service such as  Outlook). When using a Clientmail / 3rd party email app there is a password generator service that needs to be used. You can read more about this here 👉 https://www.virginmedia.com/help/broadband/manage-email-account

2) The email no longer being linked to an active service account. Email accounts need to be linked to an active service account to prevent them from becoming 'orphaned' and being deleted after 90 days. Please be aware it is likely that they will loose further access to the account, and it can be deleted without notice if it is not linked to an active 'parent' account with live services. - This will be why the agents offering support when contacting us by phone and webchat were asking for account details. 

On this basis if they are not looking to get the email address attached to your service account, we would not recommend relying on access to the email address moving forwards. 

I'd like to try and offer some help if you would like to get the account moved over - please be aware we will need to complete account security both for the active service account, and the former service account where the email address is attached.I will send you a PM to do this - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞