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No access to ntlworld emails

Tuning in

Today I lost access to my ntlworld email. Firstly told it was a security breach so they changed PW then told to wait 20 mins whilst account unlocked. DID NOT WORK! Called again, told same thing (funnily enough after 20minutes they would be closed!) but refused to leave call until this was tested. I was then told that all access to ntlworld related emails was no longer possible and that we would have to use a gmail account. Again swerving the actual issue! I explained that I already have a gmail account but that does not fix the problem, nor does it give me ntlworld email access! Then told I will not be able to access 25 years worth of emails. By this point I lost my cool! Apparently they are too busy to alert millions of customers of this disablement!! Later told they are working on the situation, Level 2 support apparently (I asked) but it is a WIP so no timeline. REALLY! How can this be acceptable? What is the truth?? Trying to access important holiday/flight emails. I had NO WARNING of this. Lied to and time wasted! 


Very Insightful Person
Very Insightful Person

There is a lot of misunderstanding around the recent security enhancements made by VM even amongst the telephone support teams.

If the IT security team lock an email address due to security concerns then a password reset will be required to unlock the account.  In order to verify identity the username for the email address has to be changed to a third party email address. This does not alter the underlying VM email address, just the way you sign into the My VM account for the email address concerned and to VM webmail.  Further more if you want to access the email address via a third party email app on a PC or mobile device then an app password has to be generated via the relevant My VM account.

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.

All of the above requires the email account concerned to be part of a current VM broadband account.


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
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Hi Graham

totally understand this but the frustrating thing for me is the total lack of support from Virgin as this process does not work for me and I am stuck being unable to access my blueyonder emails. I lost the plot on the phone when the unhelpful person  decided to tell me it must be something I'm doing wrong as this has worked for everyone else

Joining in

I had exactly the same experience yesterday so have no idea of my contacts email addresses to tell them of a new account set up with a more reliable firm.  I assume that all mails to my ntlworld address by friends , business's wanting payment and subscriptions wanting renewing will be returned to sender as "unknown".  This miust be illegal theft and destruction of my electronic property and my solicitor is being informed.  Of course Virgin cunningly do not provide any telephone contact (except the useless Indian service) or address. I wonder where they are registered - hiding away in America or the Cayman Islands ?

Very Insightful Person
Very Insightful Person

@Malone wrote:

… This miust be illegal theft and destruction of my electronic property and my solicitor is being informed. …

Do consider including the following in communication with solicitor where Virgin Media state the allocated email address will at all time belong to them::

D. Virgin Broadband
6) Any email address allocated by us to you will at all times belong to us and
you may not transfer the address to any person. If this agreement ends,
yourright to use that email address will also end and you will no longer be
able to use the email address, so please make sure you have an alternative
email address and let your contacts know of the change, as we cannot do
this for you. Please see our acceptable use policy for more detail on email
address usage and our Help and Support page (by clicking here) on what
happens to your email when you leave us.

Source : Terms and Conditions (PDF)


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Tuning in

It is simply the fact that VM have decided to give no notice whatsoever that is winding people up.  I really enjoy seeing the justification for swithcing off people's email addresses from other members of the community and can only conclude that those paying for a VM service, thus entitling them to an email platform hosted by VM, will at some point also suffer the inevitable lack of any customer care from VM as the lights slowly go off, one by one.

Today I have spent a good couple of hours updating my various accounts and subscriptions to my gmail account and with every click of acceptance and verification code sent to the new email address I feel better and better.

Very Insightful Person
Very Insightful Person

I am sorry you misread my earlier post as justification when it simply stated facts pertaining legalities.

It is good to read that you have migrated away from Virgin Media's email service and that should be encouraged regardless of entitlement to use Virgin Media's email service.

Forum Team
Forum Team

Hi PeterBrewster


Thank you for your post and welcome to our community.

I am sorry to hear you have lost access to your email account.

Is that email account currently linked to an active broadband account with us?

If so, have the steps given here by Graham now resolved this?

Please pop back to us when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

All weekend trying to sort this issue! I cannot access emails on my phone now, what an absolute nightmare


Hey PeterBrewster, thank you for reaching out and I am sorry to hear this, I am going to send you a PM so we can look into this for you. Cheers 

Matt - Forum Team

New around here?